Visitor
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1 Message
Complaint About Misleading Billing Promise and Survey Pressure
Hello,
I am contacting you regarding an experience I had with an Xfinity representative who called me claiming to be a supervisor. During the call, I was instructed to text “9” to a customer survey number. I was led to believe that my bill would remain at the same price if I completed the survey.
After completing the survey, I later discovered my bill had increased instead. I feel I was misled into providing a positive survey response based on promises that were not honored.
I am requesting that this matter be reviewed, including any call recordings and account notes, and that my bill be corrected to the price I was originally promised.
Thank you.
XfinityMarshante
Official Employee
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1.1K Messages
9 hours ago
Hello @Kristinap, thank you for taking the time to leave a post. Sorry you had this experience, and I can absolutely understand why you feel misled. This is not the kind of experience we want for our customers, and I truly appreciate you bringing it to our attention. We’d really like the opportunity to make things right and turn this experience around for you. 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, we'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, click the "New message" 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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user_a2rjg5
Visitor
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1 Message
9 hours ago
I had internet installed yesterday, everything worked fine in the living room so the technician left. My son is not getting a single in his room at all, there is 1 wall between. Support said we needed to buy a wifi extender for 119. I switched from spectrum to save money and day 1 I think I made a bad decision.
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