Customer Service/Billing

In 2020 we signed a two year agreement which offered discounts for ACH/paperless billing, which has long since expired. The price has crept up nearly ~$50/mo, since the contract ended.

I call today to inquire about offers/deals they could make to existing customers and the online agent (Santosh) worked up a deal that lowered my monthly bill by ~$30/mo. I was constantly reassured this matched my existing service offering and asked not to close the chat. In processing the new agreement, the browser closed. I immediately opened a new chat with a billing rep (Anuj) who couldn’t transfer me, but she reassured me that she could help. My TV services restarted but failed to turn back on, three boxes total were erroring out after the new agreement was signed. To put it short, all of my TVs were removed from the new agreement.

I spent the next 4.5 hours on the phone with various Xfinity Reps trying to get my services re-established, which THEY terminated.

The last rep even told me the only way to get additional discounts is to transfer mobile services to Xfinity/Comcast.

The result? Somehow, I’m now locked into a two year agreement paying the same amount I was WITHOUT an agreement in place, with no path for escalation outside of these general phone number? Is there truly no path for escalating / resolving this train wreck?

We’ve been customers for a very long time and I’m certainly not one to post on forums, but here we are…

Responses

XfinityRyanE

Official Employee

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1.1K Messages

2 years ago

Hello @user_29e695, thanks for reaching out for help with your account and services. We never like hearing when a customer has bad experience, and our team is here to help however we can. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Please let me know if you have any questions or run into any problems.

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user_29e695

Visitor

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2 Messages

2 years ago

Unfortunately this is still outstanding. I am still paying the same, but now, under a two year contract.

Discount my monthly rate 5$ for the term of the agreement or dissolve the contract entirely to allow me the option of leaving.

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