Visitor
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2 Messages
Customer Service Contact
Looking for suggestions. My bill increased dramatically. After a couple customer service chats and calls, I learned my loyalty discount expired. I was offered a new plan at a cheaper rate, and was assured it was the top speed. Shortly after, internet service was crawling - I was actually placed in a 1.2 Mbps plan vs the 2.0. I called again and was placed in the correct 2.0 plan. Someone from Xfinity then called me and apologized, stating I could contact Xfinity again in 8-10 days to request a loyalty discount. I contacted Xfinity by chat and was told a $20 per month ongoing discount was now applied. Except it wasn’t. I called again, and was told it was not applied because there is no such thing. I supplied the chat transcript in which the rep stated it has been applied. I asked for someone to call me back and talk with me about how a rep can promise something like that when it clearly wasn’t true. Nobody has called me back. I would really like management to be aware that reps are doing this (not the first time this has happened over the years, where I am not provided with accurate information), but I am doubting the situation has actually been escalated. I am even skipping a few other contact attempts. Xfinity has the best service I can find, but this is one of several situations over the years where I can’t figure out how to talk with a human who isn’t reading from a script, if that makes sense. The person who called me about the plan mixup was fantastic, but nobody will transfer me to the Loyalty Dept she said she was from. Is there another number I should be calling instead of 800-XFINITY? Thanks for any ideas!
XfinityShawn
Official Employee
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2K Messages
3 hours ago
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
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Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
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Press Enter to send it
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nicmjo
Visitor
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2 Messages
3 hours ago
Thanks. I am okay with the answer that a loyalty promotion is not available. My greater concern is that I can prove via chat transcript that I was told an ongoing $20 per month credit had been applied but never was. I just want management to know this is happening as it is not the first time over the years that I was told one thing and another is what actually happens. I get the runaround when I call and ask to speak to someone beyond the rep who answers the call. If you can help ensure the rep is spoken to who was not truthful, that’s all I am looking for. Thanks so much!
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