Visitor
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1 Message
Customer Escalation - over $3000 in purchased movies, tv series gone after account update. NOT available saved or stream. 10yr+ customer
Customer of over 10 years with accumulated movie (150+) and tv series purchases amounting easily to over $3000. Went to Xfinity local store with request to simply modify account billing from existing $320 monthly. Wanting to keep Internet, Equipment and most everything. Representative did in store explanation and mentioned having to open a 'new account' but still having same address, login, equipment and minor adjustments to cable content reducing to $235 monthly. I have record of the previous account number (First, Middle, LastName) now Inactive; versus 'new updated account' (Middle, First, LastName) now Active. Saved Purchased Movies and TV Series are gone. Xfinity Stream shows same no content found. We are beyond upset to point of seeking escalation steps immediately. Over $3000 represents a full year of xfinity charges.
XfinityJeniece
Official Employee
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2.5K Messages
3 hours ago
Hey there, dgd33, thanks for reaching out through Xfinity Forums regarding your purchases. We would be happy to help you with your account details. We truly appreciate you being in the family for so long. I know I love having all of my purchases in one place and would be lost without them. We will get to the bottom of this!
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