Crazy Bad Chat Experience

Please make this right xfinity. This conversation started at 10:15am and went to past 1:30pm (times are off on the transcript). Disconnected several times and just plain ridiculous. I expect some compensation besides the credit I was already due from shady business practices. I copied my own conversation because xfinity's transcript does not show my side. 

See transcript below:

Vineet

Live Agent

Xfinity Assistant is a virtual assistant, and some responses may be AI generated. To help improve and personalize your experience, your chat may be monitored and recorded. By starting this chat, you agree to the recording and collection of your information. See our Privacy Policy for more details.

Today

You’re eligible for flexible payment options

Total balance due: $157.00

Past due balance: $71.00

Thanks for being an Xfinity customer, Galen. I see that your account is past due and understand that these are challenging times.

I'd like to walk you through some payment options to prevent service suspension.

The first is making a payment to your past due balance of $71.00 today.

If that's not possible and you need some flexibility, I can tell you about setting up a payment arrangement or a temporary service plan.

If you can't make a payment by December 05, 2024, your services will be suspended and you may be subject to reactivation fees.

What would you like to do?

What are my current charges

Bill Details

Total balance due: $157 

 Overdue balance: $71

Your bill is past due. Please pay your overdue balance of $71 today to avoid a service interruption. Do you want to make a payment now?

Show bill details

Your latest bill

Previous balance: $71.00

Balance forward: $71.00

Regular monthly charges: $76.00

One-time charges: $10.00

Taxes, fees, & other charges: $0.00

Amount due: $157.00

Let's take a look at your price changes. Your regular monthly charges increased by $5.00 and one-time charges increased by $10.00.

To get more details about the change in pricing, choose which charge you have a question about below.

See changes in one-time charges

One-time charges

Other charges

• TV: Late Fee: $10.00

One-time charges total: 10.00

Here are the details of your one-time charges. Just so you know, one-time charges are outside of your regular monthly charges. What would you like to do?

Please remove the late fee and revert my monthly to $50.00

I can tell you about some of the common fees on your bill. You can also say "explain my bill" to see a breakdown of your latest billing statement.

speak with representatives 

1. Let's get you to the right place. I can help with most issues and get you to an agent if you need more assistance. 

10:15am What are you looking for help with?

Billing & payments

How can I help you with your bill?

Chat with an agent 

No problem. I'll put you in touch with a live agent now.

Live chat started.

Irshad joined the chat.

Hi Galen, thank you for contacting Xfinity. My name is Irshad. I see you may have questions about your bill. Is that correct?

Yes

please remove the late fee and put my monthly billing back to $50.00. I didn’t authorize a change to $71 or $76.

I would be delighted to assist you with the issue at hand , You can trust that you are in capable hand with the right agent .

Please allow me a quick minute to review your account and get the best option to get this resolved.

As I am seeing here your promotional plan expire that's why you are on regular rates.

Don't worry I will help you in this , I will help you to find a New Promotional plan please allow me a moment .

Ok

as i have checked new promotional plan will cost you in $60 , if you register autopay with checking account then you will get $10 extra discount

so may i proceed with it ?

So will that net out at $50/month.

?

yes correct it will be $50 per month with autopay discount

So the same as I have now? What will be done about the late fee and the higher charges for the previous 2 months?

your all things will remain same and the late fee i will remove from your account

so will I receive a credit for higher charges to bring them down $50/month?

yes correct you will get

1. Thank you. I am also interested in the Stream Saver. Can I package that with this internet? Also, what is the speed of this internet?

currently you are using 300mbps internet and stream saver will cost you in $30 per month

it’s says $15/month on your website. Does the $30/month get a better Netflix subscription?

let me check

In $30, you will get the NOW STREAM saver, which includes Netflix, Apple TV, and Now TV.

What is NOW TV?

I wanted the one that includes Peacock

It's now StreamSaver, where you can access Peacock, Netflix, and Apple TV. You'll also have access to streaming services.

- NOW TV is a budget-friendly streaming service with 125+ live channels and lots of On Demand shows and movies. - You can watch hit Hollywood movies, original series, and classic favorites from networks like Hallmark, History, and AMC. - Access NOW TV on Xumo Stream Box, Xumo TV, Xfinity Flex streaming TV Box, Apple or Android mobile devices, FireTV, Chromecast, and Apple AirPlay. - NOW TV also gives you Peacock Premium for free. - It doesn't work with regular Xfinity TV packages, but you can watch it using the Xfinity Stream app on compatible devices.

I just want the StreamSaver. I can bundle that with my current internet so I would pay $65/month?

stream saver will cost you in $30 per month so your total bill will be $80 per month

I just want the Netflix, Peacock and Apple TV for $15 as advertised on your website

as i have checked that is only for new customers and for new accounts only

Can you show me where it says that?

?

Thank you for contacting Xfinity my name is Rohit, how may I assist you today?

appears my other guy ditched me

I believe you were disconnected from the previous agent, and I am a new agent.

No worries. I will try my best to help you with the issue.

Just set me up back to $50/month for internet and credit my account for what I paid over that for the previous months and for the late charge 

He said he would do that 

Let me check that for you.

Just to confirm, this is your service address: __________ Albuquerque, NM 87113

yes

I have sent you a six-digit code. Please confirm it.

Do you need the code?

yes to pull up your account.

________

Thanks for confirming. Please allow me a moment while I review your account.

Please do not click on end chat, back, refresh or close the chat window as that will disconnect the chat and I would like to have you connected till we address your issue. Also, chat will be disconnected if there is no response every 2 minutes and in order to avoid that I suggest we keep replying back and forth.

Ok

oo

I appreciate your time and patience.

np

Upon checking your account, I can see that your promotional plan has ended. That's the reason your bill has increased. However, no need to worry. I will try my best to find a plan for you that can lower your bill.

he already said he could do $50/month

I am already working on your account to check it for you.

ok

ok

Thanks for waiting.

np

I have found a plan for you in which your internet speed will be up to 300 Mbps for $60 per month. However, if you enroll in autopay with your checking account, you will receive a $10 discount, making your bill $50 per month for 12 months.

1. Let’s do that and please credit my account for the amounts I paid over that the past 2 months and the late fee as the previous guy said he would already do.

Just to confirm, the agent was on the chat?

yes

Thank you for confirming.

Np

I have reviewed your previous chat, and I can see that the agent has promised to reverse the late fee charges.

and the previous month charges that were over $50/month

As I can see that currently you are not under any promotional plan and all the dates (start and end date) for the promotions are mentioned on the previous bills, statements and contract as well.

Once you get the new promotional plan your bill next bill will be on pro rate where all the adjustments will be done automatically.

So simply once you approve the new promotional plan your bill will be automatically adjusted.

I'm sending you the complete order details on the chat for new promotion.

You are ordering the following service: 

CONNECT MORE for $76.00 per month. 

You will receive the following monthly discounts:

CONTRACT DISCOUNT of $16.00 per month for 12 months.

Regular rates after promotional period are subject to change.

You are removing the following services: CONNECT MORE; Connect More; 

Your estimated recurring monthly bill will be $60.00. 

Your statement is prepared one month in advance. Your next two bills may be different because of partial month charges or credits and any one-time charges.

Lastly, I'll run through some important details about your order

Sounds great?

So you are saying that I will get a credit of $47 for October and November where I paid $71 & $76 respectively?

Plus the $10 credit for the late fee

I'll explain you in detail. Allow me couple of moments.

ok

Hi Galen, welcome back. This is Ganesh, please give me a few moments to review the conversation so we can pick up right where you left off.

you are the third agent

I humbly apologize for any previous inconvenience.

I will Surly hep you to resolve your issue

ok

Also as I have checked your account that your bill is get increased due to promotional Roll offs I will help you to lower your bill as well and will help you to resolve your primary concern as well .

they already said all that. Just do what was already said plz

Okay no problem . But as I have checked that There is no open order for what They said so I have to place the order to lower your bill

ok

ok

you will get 500 mbps speed and your bill will be Just $60 with autopay Checking discount .

Let me share the order approval

ok

so what happened to the $50 after autopay

?

With this $60 with autopay You are Getting Best Speed also if you go with this $60 with autopay Checking discount plan your account will get updated with new promotional plan within 1 billing cycle and you will be able to get best And Lowest Promotional Prices for the internet services .

they said $50/month. Do what was asked and credit my account now

Okay Let me hep you with same plan .

and credit my account for the late charge and the overpay. Do that and send me whatever confirmation you need on this chat or email if we get disconnected

Perfect. Thank you for confirming. Let me quickly share the approval.

You will get 300 mbps speed and your bill will be $50 with autopay Checking discount

You are ordering the following service: 

CONNECT MORE 300 mbps speed .

ok

You will receive the following monthly discounts:

CONTRACT DISCOUNT of $16.00 per month for 12 months.

oo

You are removing the following services: CONNECT MORE; Connect More; 

Your estimated recurring monthly bill will be $60.00. 

Your estimated recurring monthly bill will be $50.00. with autopay Checking discount

The offer is subject to the terms of your 12-month term contract.

An Early Termination Fee of $110.00 will apply if you disconnect your XFINITY TV, Internet, Voice, and Home services during the term of the contract. The Early Termination Fee will NOT apply if you cancel within 30 days of installation and it will decrease every month. An early termination fee does not apply if you are receiving an Affordable Connectivity Program benefit at the time of disconnection. 

Shall I share the order approval on your number ?

(505) _____________ ?

Shall I share the order approval on your number (505) ______________ ?

oo

ok

I have shared the order approval on your number

Open the link and complete the process to approve it and once you done do let me know on chat

Click on I agree to approve it

Did you Get the approval Link ?

I did. Processing now. 

Did you process those credits?

It’s says $55/month

should be $50. Plz fix

Yes working on it as well

Just to confirm, may I know if you filled in the details for the AutoPay of your card?

yes

You need to fill in the details of your bank or checking account so that your bill will be $50

So it’s only $50 if it’s a bank account. I can’t use a card and get $50?

Your pricing includes a $5 monthly discount for enrolling in Paperless Billing and Automatic Payments with your credit or debit card.

If you cease to be enrolled in both Paperless Billing and Automatic Payments with your credit or debit card, you will no longer receive this discount. If you enroll in automatic payments using your bank account, your monthly discount will increase to $10.

1. And you are processing the credits right now?

Yes once you Done this process i will help you with credit first I have to complete this process for you .

Do let me know once you Approved the plan .

Done

Thank you for confirming

Now I'm Processing credit .

Just on last step .

Ok

just to confirm that Credit was for late fees .

and the overcharge from October and November. The first guy said he would credit

I paid $76 for those two months and he said I would get a credit to make them $50/month. So a credit of $52. 

This is the 4th time I have asked for this…..please just do what was promised. I have been chatting for 1 1/2 hours

I just want to confirm that this is the reason I asked. I want to help you. Thank you for elaborating on this PLEASE DO NOT WORRY I'M processing CREDIT .

ok

aLMOST dONE

Almost Done .

ok

Thank you!!

All done?

Waiting for Approval For the credit give me 5 minutes

Ok

And the credit will be for $52 plus the late charges?

Thank you!!

Yes correct .

ok

Hi Galen, welcome back. This is Vineet, please give me a few moments to review the conversation so we can pick up right where you left off.

are you serious? The person was just in the middle of crediting my account. What happened?!?

Galen, you have lost the connection with the previous agent. However, you can tell me about your concern, and rest assured, I will provide you with the best resolution.

my connection was good. Just read the convo plz

Galen I can see that your next month bill is $55 only'

Also the credit you are asking for I can maximum give you the credit of $40 as you are a valuable customer for us

As your previous 2 bills were increased by $20 only

I hope we are connected.

that is not what she said. I was JUST told the credit would be $52 plus the late fee

Process it now or finish the process they were doing

Okay let me raise the ticket for you.

just process the credit and email me a confirmation. This has been a 2 hour conversation. 

This is crazy….

do I get a transcript of this conversation?

I apologize for the inconvenience from the past experience.

I will give you the confirmation of the credit be assured

Please allow me a moment.\

I am applying the total credit of $60 for you

Ok. 

Meanwhile could you please let me know that how much do you pay to your current provider for your cell phone services?

No thank you. Just process the credit and let the next person know what’s going on when you disconnect.

1:26 pm

Sure, I respect your decision.

I have successfully refunded the credit of $60 into your account.

Will I receive an email confirmation?

Yes, correct.

Before we wrap up, is there anything else I can assist you with?

How do I receive a transcript of this convo?

You can keep this chat id as a confirmation 76375513475649640

Apart from this, is there anything else I can assist you with?

How does the ID get me the transcript?

Please be assured I have refunded the credit of $60 into your account and it has been updated in your account.

I understand that. I want this conversation for my records. How do I do that?

You will get the option to download the chat from this chat id

1. Do I go to a certain site to do that?

You can just click on that chat id

Ok, it is not a clickable link but I will manage. Thank you

1:33 pm

Also, at the end of this chat, you will get the option to download chat transcript