Visitor
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2 Messages
Existing customer - agreed to new deal but customer rep failed to process it correctly and this still hasn't been done
I am an existing customer on the 1gbps Internet plan and saw that Xfinity has new pricing so wanted to sign up for this. After some back and forth with the online chat, I agreed to a deal for the same plan for $58 per month on a 1 year deal (including $2 discount for autopay with a credit card). The customer rep told me the deal had been processed and I would receive confirmation within an hour. This never arrived so I called Xfinity the next day and was told that the deal had not been processed correctly and someone would call me back to resolve this. I never received this follow-up call so called Xfinity again and was given a confirmation number and told someone would contact me. I received a text with a link to complete the order which didn't work so I called to get this done and was told that the deal was no longer available on the system.
I find this hard to believe and am really disappointed with Xfinity's handling of this matter. The agent made a mistake and I don't understand why Xfinity cannot fix this. I have a copy of the chat with the details and would expect Xfinity to honor what was agreed. Can someone please look into this and assist?
XfinityJustinC
Official Employee
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1.4K Messages
19 hours ago
Hello, @msl1987 thank you for taking time to create a post here over Xfinity Forums. I understand the frustration and want to help with the promotion update. There has been an update to the autopay discount, and credit/debit is no longer an option to save the $2 per month, there is now only the $10 checking autopay/paperless statement discount so wanted you to be aware of change and all customers who were receiving that discount will no longer have it applied: https://www.xfinity.com/support/articles/automatic-payment-paperless-billing
Since I will need to gather some information to locate your account that we don't want here in our public conversation, when you have time please send a direct message.
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• 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
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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XfinityDemitrius
Official Employee
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1.9K Messages
16 hours ago
We greatly appreciate you taking the time to reach out and share your experience with us @msl1987. I am glad to say that you were able to successfully change your services to a new promotional plan though our self-service options online. We appreciate you being a part of our Xfinity Forums community and we hope you have a great rest of your day. Thank you for choosing Xfinity.
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