customer service issue

1/23/2024

 

 

To Tom Karinshak or other XFINITY Customer Service Executive

 

I am writing to you today to detail an extremely negative, frustrating and frankly unacceptable customer service experience I had recently.

 

I signed up for XFINITY when I purchased my new house back in September of 2020. I signed up for the Legacy package including home wifi, high speed internet, two television boxes and a land line telephone number. This also included NETFLIX subscription, HBO Max, Peacock and other amenities that I was never fully aware of.

 

Over the last 39 months I have seen my bill increase incrementally to what I consider to be very expensive. Started in September 2020 I was paying a contracted rate of $219.00 month all taxes and fees included.  The price increases were as follows:

 

September 2020               $219.00

January 2021                      Increased to $227.00

August 2022                        Increased to $255.00

January 2023                      increased to $263.00

August 2023                        Increased t0 $282.00

December 2023                 Increased to $299.00

 

As I became concerned of the ever increasing prices I contacted XFINITI customer service (1-800-934-6489) on the afternoon of Friday January 19th, 2024, 3 days ago and was connected to one of your off-shore customer service teams.  The customer service agent I was connected to was named LANCE and he proceeded to go over my account. I explained to him I wanted to lower my bill but I did not want to lose any of the television, streaming service and you can tell from the recording of that call that I asked this several times.  I told him I was willing to lose the land line telephone and that I did not need one of the boxes which was not in use.  He proceeded to look at plans and offered me one for $216.00/month.  He said he would send me a link to confirm and that I just needed to click the boxes and we would be done.  Before confirming I repeated several times to be SURE that I was not losing any of my current channels or streaming services and that I would have the exact same plan apples to apples. He assured me they were the same.

 

I have come to find out that they most surely are not! At no time did he tell me that I would be losing my legacy package which is no longer available and that I would be loosing my access to HBOMAX, NETFLIX, Peacock, etc.  He lied and deceived me and set me up with a package that was not what I wanted and did not agree to.

 

After realizing this I called customer service the following evening Saturday 1/20/2024 and was connected to yet another off-shore representative in the Philippines by the name of FAITH. I explained to her my dilemma and said I wished to speak to a supervisor.  She understood my being upset but informed me her supervisor was on her day off but that she would certainly contact me within 24 hours to discuss this issue and if that her supervisor was not available that she would call me back to follow up herself.  Neither a call from FAITH or her supervisor was ever received.

 

After not receiving a call back for the third day in a row I contacted XFINITY customer service and was connected to an off-shore representative by the name of JEN. I explained to Jen the situation YET AGAIN and told her how incredibly frustrated and deceived I felt and that this kind of customer support was unacceptable.  I explained that I understood it was not her fault and that I must speak with a supervisor.  I waited for over 20 minutes and was finally connected to her supervisor CATH who I repeated my issues to.  She apologized and said she would make it right and ended up putting a package together for me that included everything I had before including NETFLIX and HBO MAX and quoted me a price of $237.95 per month all taxes and fees included.  This was significantly more than the $216.00 that LANCE quoted me but I thought better than what I was currently paying so I will accept it.  She sent me the link to confirm and check the boxes and I even mentioned I did not see HBOMAX  detailed in the email but she assured me it was included in the ultimate package I was getting.  I thanked her and told her I wanted to file a formal complaint against LANCE who started this whole mess from my original call.  She said she would begin the investigation process and I would hear back in 24 hours after they have had a chance to review the recordings.

 

No call was ever received form the supervisor CATH.

 

Then on day 4 of this nightmare experience Monday January 22nd 2024 I still had no access to HBO max and called customer service again.  This time I was connected to Ben who tried several times to get me connected to HBO max but then said that CATH had never included it in the plan.  I said that was impossible we spoke for over 20 minutes and she assured me everything was again included.  He said he would investigate and gave me a ticket number ECM0005809958 and again said I would get a call back in 24 hours.

 

Again, 24 hours later and no call, no resolution has been received or achieved.

 

I have never written a lengthy letter like this to complain about customer service but this experience has been an utter NIGHTMARE.  I have been lied to deceived, misinformed and tricked and I find the practice disgusting.  I know you have millions of customers but I have never been treated in such a reckless, ill informed manner and I just want what I pay for.  I want to be made whole and was just looking to save a few dollars in this crazy time of inflation.  This has given me undue stress, anger frustration and wasted me energy and my time.

 

I am writing this to you in hopes that you will stand behind your words as Chief Customer Experience Officer and do not need to escalate this further.  Please help me!

 

Loyal customer.