Visitor
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3 Messages
[Edited] service.
I contacted CS because my bill has gone up from $65 to $80 to $83 to $104 in two years. I could not get a person on the phone so I texted w some one for almost an hour. She claimed that I had lost promotions. I tried to explain that her logic did not make sense as the current cost was higher than anything I had paid and that promotions do not jump $3.00.
after all that time, she got me a discount for using a checking account instead of my debit card. Yahoo $4.00 savings and supposed faster speed. Meanwhile, my internet dropped while I was on the chat w her. So much for faster speeds.
I then got a call from cs. I have been on the hold with them for 40 minutes. May be that long a wait time should tell you something about your customer satisfaction.
this is the third time I am writing this note because I keep getting errors.
XfinitySara
Official Employee
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1.7K Messages
2 days ago
Hello, @user_p3xbws! Thank you for posting your concerns within our Xfinity Community Forum. I'm sorry to hear about the trouble you've had, and I'd love to see what our team can do to help! We're great to work with here because we're not only experts in all things related to your account, service(s), equipment, bill, and more, we can troubleshoot any service issues you may be experiencing and even review plan options in your area!
To confirm, what are your main concerns at this time? If you're still looking to lower your bill, have you checked out our Plan Builder by chance? You may also try shopping Xfinity Deals online (just make sure to click "Sign in here" first), or simply log in to My Account and you can manage your services that way! If the connection keeps dropping, these Connection Troubleshooting Tips are very helpful! I find that to be a great place to start. But if you don't find anything that can be adjusted or changed on your end, let me know. I'll happily take a closer look at things if you need me to!
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user_p3xbws
Visitor
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3 Messages
2 days ago
Thanks. Here is what I would like.
1) I would like to know why my plan has been going up consistently.
2) I don’t need higher speeds as I stream, but do not game. The 800 speed is fine. So, I would like my cost to go back down to $83.00 for the next 5 years as I was told you could guarantee the higher speed cost of $100 for 5 years.
3) I would like to know why I was on hold for 40 minutes when I was told that I was next in line to speak w a person.
4) I would like to know why it is so difficult to navigate your “self help” menu to get to speak to a real person without having to resort to texting.
5) I would like to know why I haven’t gotten my call back from a CSR in the estimated time. I have been waiting forty minutes for a call back when I was told my wait would be 10-30 minutes.
can you help me with any of those issues?
thanks.
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user_p3xbws
Visitor
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3 Messages
2 days ago
I also want a transcript of the texting chain that I had w the CSR
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