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user_ic04t3
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Thursday, February 27th, 2025 2:41 AM

customer retention

I need someone from consumer retention to get in touch with me. One of your team members changed my plan and downgraded my speed from 1000mps to 800mps without my knowledge at all. and i also lost peacock as well. he said he would lower my bill and keep it around 230.00 per month by applying discounts and me signing up for direct pay from my checking account. I told him i did not want to change my plan that i had at all.

However he went behind my back and did this just so i did not cancel my account and move on the breezline.  [Edited: removed Personal information]

Question

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Updated 

2 months ago

 • Edited

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XfinityAmandaB

Official Employee

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2.1K Messages

2 months ago

 

user_ic04t3 Thank you so much for make a post for help with this change that was made on your account. This is not the experience we want any customer to have. Our retention team would be available when calling into our phone support but we would appreciate the chance to help. 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, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

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user_ic04t3

2 Messages

I posted a new message for amandabw because i really did not know how to use the system. please let me know if you do not find my new post.

Niel Westerholm

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2 months ago

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XfinityShawn

Official Employee

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1.4K Messages

 

user_ic04t3 You would need to send us a DM as requested previously to continue. My team will be waiting. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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