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complaints
Online chat agent named [Edited: Personal Information] was being very deceptive with an offer they presented me with. This is what they originally said:
Agent (10:44 am): You will receive the same 300 Mbps Internet speed with unlimited data, and your bill will be $40/month, including all discounts ($10 checking discount). As an Xfinity Internet customer, you are also eligible for a brand new cellular Apple iPad (A16), 128 GB, with unlimited data for just $29/month. The best part is that after 36 months, the iPad is completely yours. The billing will be separate for the iPad and Internet.So, with this promotion, if we calculate the total expense out of your pocket, it will be $69.94.The great thing about this promotion is that you get the best-suited Internet speed with this plan, and the price is fixed for the next 5 years, so you won't have to worry about cost increases at all.
Later the agent said this:
Agent (10:54 am): With $69.94/mo, your internet price will be good for the next year. However, as Xfinity refreshes their packages from time to time, you can contact us after one year for the new available packages on your account and check the package renewal options as well.
Agent (10:55 am): The amount of $69.94 is for another plan that is only valid for 1 year.$84.72 is a different plan with a longer duration.
[Edited: Personal Information] (10:55 am): but earlier you told me "So, with this promotion, if we calculate the total expense out of your pocket, it will be $69.94.
The great thing about this promotion is that you get the best-suited Internet speed with this plan, and the price is fixed for the next 5 years, so you won't have to worry about cost increases at all."
Agent (10:55 am): A longer duration plan costs a bit more than a 1-year plan.
[Edited: Personal Information] (10:56 am): now you are telling me something different?
Agent (10:56 am): Sorry about the typo. However, the amount of $69.94 is good for 1 year, and $84.72 is good for 5 years.
In my opinion this is a deceptive act and a shameful way to treat a good standing customer that has been with Xfinity for decades
EG
Expert
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119.9K Messages
1 hour ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAldrik
Official Employee
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2.7K Messages
1 hour ago
Hello @edwardl1! I can certainly understand why you're concerned. Based on the conversation you've shared, it appears that different information was provided regarding the length of the promotion, and I can see why that would cause confusion when you're trying to make an informed decision about your services.
We appreciate you for taking the time to include the chat details. Since this concern involves a specific sales interaction, we'd like the opportunity to review the account and better understand what was discussed. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
You can see how to send us a direct message here.
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