False offer offered by Xfinity Customer Service provider, false information provided, lied to get contract sighted

Transcript of our support chat.

--- Conversation on 02/07/2024 ---

Xfinity Assistant (02:55 am): Good evening, Natalija.I'm Xfinity Assistant. I can help you with things like explaining your charges or changing your Xfinity ID and password.To get started, here are some suggestions. For help with something else, type what you need.

Xfinity Assistant (02:55 am): Reliably fast speeds, even at peak times when everyone's online.

Natalija (02:57 am): I would like my phone bill to be cheaper 

Xfinity Assistant (02:57 am): I can help you better understand the charges, promotions, and rewards on your bill.

Natalija (02:57 am): I would like my phone bill to het cheaper.

Xfinity Assistant (02:57 am): I can help you better understand the charges, promotions, and rewards on your bill.

Natalija (02:59 am): I would like my phone bill to be cheaper, found same phone plan for 60$ total for 3 lines.

Xfinity Assistant (02:59 am): I can help you better understand the charges, promotions, and rewards on your bill.

Natalija (02:59 am): Billing questions

Xfinity Assistant (02:59 am): I can assist you with billing questions. In order to guide you correctly, which bill can I help you with?

Natalija (02:59 am): Credits & Rewards

Xfinity Assistant (02:59 am): I can help request a new bill credit or show available credits in your account, just like a live agent.Just so you know, it can take up to 10 minutes for a new bill credit request to show on your account and you'll need to refresh the page. Check your transactions history to see your bill credits.

Xfinity Assistant (03:02 am): I can help request a new bill credit or show available credits in your account, just like a live agent.Just so you know, it can take up to 10 minutes for a new bill credit request to show on your account and you'll need to refresh the page. Check your transactions history to see your bill credits.

Natalija (03:03 am): Agent

Xfinity Assistant (03:03 am): OK. Which service do you need help with?

Natalija (03:03 am): Xfinity Services

Xfinity Assistant (03:03 am): Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

Natalija (03:03 am): Billing

Xfinity Assistant (03:03 am): How can I help you with your bill?

Natalija (03:03 am): Chat with an agent 

Xfinity Assistant (03:03 am): I’m sorry, we’re experiencing longer than usual wait times. There aren’t any chat agents available right now, but you can call 1-800-XFINITY (1-888-936-4968 for Xfinity Mobile) or try chatting again later.Here's some helpful info and common solutions for digital support:

Xfinity Assistant (04:58 am): The Xfinity Assistant can help you resolve many issues - simply ask your question below or visit xfinity.com.

--- Conversation on 02/08/2024 ---

Natalija (09:37 pm): Agent

Xfinity Assistant (09:37 pm): OK. Which service do you need help with?

Xfinity Assistant (09:37 pm): Good evening, Natalija.I'm Xfinity Assistant, here to help answer your questions and resolve your issues.To get started, here are some suggestions. Or, you can type what you need.

Xfinity Assistant (09:37 pm): Reliably fast speeds, even at peak times when everyone's online.

Natalija (09:37 pm): Agent

Xfinity Assistant (09:37 pm): OK. Which service do you need help with?

Natalija (09:37 pm): Xfinity Services

Xfinity Assistant (09:37 pm): Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

Natalija (09:37 pm): Internet

Xfinity Assistant (09:37 pm): How can I help you with your Internet service?

Natalija (09:37 pm): Chat with an agent

Xfinity Assistant (09:37 pm): Sure, I have a couple options for you. I can connect you with a live chat agent, or I can have the next available agent call you at [Edited: Personal Information].Which works best for you?

Natalija (09:38 pm): Connect with a chat agent

Xfinity Assistant (09:38 pm): Got it. I'll put you in touch with a live agent now.

Natalija (09:38 pm): 

Agent (09:38 pm): Hi Natalija, thank you for contacting Xfinity. My name is Abdul [Edited: Personal Information]. How may I help you today?

Natalija (09:38 pm): Hello Abdul!

Agent (09:40 pm): Sure , Can I get your complete name?

Natalija (09:40 pm): I have found a deal that would be at least ##$ cheaper on my phone bill for # lines and ##$ cheaper on my home internet but I would not want to leave Xfinity because I’m your customer since ####.

Natalija (09:40 pm): My full name is Natalija [Edited: Personal Information]

Agent (09:42 pm): Thank you for Being a Loyal customer of xfinity. I truly appreciate it. May I know How Much do you pay for 3 lines with xfinity?

Natalija (09:43 pm): ###$ after tax and fees

Natalija (09:43 pm): Total

Agent (09:44 pm): Thank you for sharing.

Agent (09:46 pm): I had Pulled a Deal for you

Agent (09:46 pm): I can Help you to get 4 Unlimited Line for Just $80 and a free 5g phone worth $299.99

Agent (09:47 pm): Natalija , still with me?

Natalija (09:48 pm): Yes I am, just thinking

Agent (09:48 pm): It is the Best deal that I can Offer

Natalija (09:50 pm): I don’t really have use for #th line because I don’t have anyone else living with me except mom, spouse and # year old son (but he doesn’t need a phone/line yet). 

Agent (09:52 pm): I Understand but to get the Offer we need the 4th Line, However you can use the 4th Line for a Month or two and you can disconnect so that we can get the discounted offer

Agent (09:52 pm): Also you are not paying anything

Agent (09:52 pm): Once you disconnect the 4th line your price for rest 3 line will be $60

Agent (09:52 pm): There is No contract with xfinity Mobile

Agent (09:53 pm): So even if you disconnect the 4th line there will be no charges. Its independent usage

Agent (09:53 pm): We just need to activate the 4th line to get the New Pricing

Natalija (09:54 pm): Can I still keep free phone when I disconnect?

Agent (09:54 pm): Yes

Agent (09:55 pm): You will get the New Phone and New sim in 2-3 working days

Natalija (09:56 pm): That deal is good, and it would match that other offer, thanks!  Can you do anything about my home internet bill, I would get ##$ discount if I transfer 

Agent (09:57 pm): Yes, it is correct

Agent (09:57 pm): Let me send the Link for ordering the New saver package

Agent (09:57 pm): Your personalized secure data link:[Edited: Personal Information] Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

Agent (09:58 pm): Please click on the above Link and fill the details

Agent (09:58 pm): So that we can Proceed further

Natalija (09:58 pm): Ok, give me a second 

Agent (09:58 pm): Sure

Agent (09:58 pm): I'll stay connected on the chat

Natalija (10:00 pm): Link expired for some reason, but timer was still going?

Agent (10:00 pm): Let me check.

Agent (10:01 pm): Your personalized secure data link: [Edited: Personal Information]  Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

Agent (10:01 pm): Check the New Link above

Agent (10:03 pm): Please fill the details

Natalija (10:05 pm): As soon as I click submit i times out for some reason? Let me open the link in my browser and try that way. Can you send it again?

Agent (10:05 pm): Okay. I noticed you are chatting with us through your mobile phone. To ensure we stay connected, please keep chat window active and avoid switching to other screens/applications or hit back button.

Agent (10:06 pm): Natalija, Once you Open the form you need to fill the date of Birth and SSN and then click on submit

Agent (10:06 pm): Let me send the Link again

Natalija (10:06 pm): Thanks

Agent (10:07 pm): Your personalized secure data link: [Edited: Personal Information]  Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

Agent (10:08 pm): Please click on the Link above and fill the date of Birth and SSN and then click on submit

Natalija (10:11 pm): I apologize, let me get home and open my laptop, can we continue where we left off?? I’m currently in the car 

Agent (10:11 pm): One Minute

Natalija (10:13 pm): Ok, thanks!

Agent (10:14 pm): You're welcome

Agent (10:14 pm): I do not want to lose you on chat

Natalija (10:14 pm): Me neither !

Agent (10:16 pm): Thanks

Agent (10:16 pm): Allow me a Minute More

Natalija (10:16 pm): Take your time!

Agent (10:16 pm): Thank you so much.

Agent (10:17 pm): Your personalized secure data link: [Edited: Personal Information]  Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

Agent (10:18 pm): Now Use the above Link

Agent (10:18 pm):  Once you Open the form you need to fill the date of Birth and SSN and then click on submit

Natalija (10:20 pm): Sir I’m driving, I’ll be home in ## minutes if you can wait?

Agent (10:20 pm): Yes, I can wait

Agent (10:20 pm): But we Need to keep on replying on the chat after every 2 minutes

Natalija (10:21 pm): Understand 

Agent (10:21 pm): But It seems that there is an Error on the system

Natalija (10:21 pm): will do 

Agent (10:21 pm): Meanwhile, Let me check with my supervisor

Natalija (10:22 pm): ok

Natalija (10:23 pm): .

Agent (10:23 pm): 😀

Natalija (10:24 pm): replying

Agent (10:24 pm): Natalija, it seems there is a system error. Let me take the manual approval on chat

Agent (10:24 pm): Please help me with the Date of Birth and the SSN 

Natalija (10:26 pm): Ijust traddic

Natalija (10:27 pm):  traffic 

Agent (10:27 pm): Okay

Agent (10:27 pm): Let us wait on the chat

Agent (10:27 pm): So that you can reach home

Agent (10:27 pm): Sounds Good?

Natalija (10:28 pm): ###-##-####

Natalija (10:28 pm): ##.##.####

Agent (10:28 pm): Thank you!! 

Agent (10:28 pm): Please stay connected

Natalija (10:28 pm): I hope this is safe

Agent (10:29 pm): Yes, It is 

Agent (10:29 pm): You are on a secured web platform

Agent (10:29 pm): You can count on me

Natalija (10:29 pm): Thanks!

Agent (10:29 pm): The details will be masked and cannot be seen once shared.

Natalija (10:29 pm): Thanks!!

Agent (10:29 pm): You need to send the SSN in the format of first 3 number

Agent (10:30 pm): and then 2 number

Agent (10:30 pm): followed by 4 number

Agent (10:30 pm): Please send the first 3 number of the SSN

Natalija (10:31 pm): You can send me the link again, I’m on home wifi now

Agent (10:31 pm): Cool

Agent (10:31 pm): No Problem

Agent (10:31 pm): One Moment

Natalija (10:31 pm): Ok

Natalija (10:32 pm): Which phone am I getting? Hope it has big screen!

Agent (10:32 pm): Yes, i is a Big phone with a screen size of 5.5 inch

Agent (10:32 pm): Your personalized secure data link: [Edited: Personal Information]  Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

Natalija (10:32 pm): Wow, thanks!

Agent (10:32 pm): You're welcome

Agent (10:33 pm): Looks like you were able to complete the form successfully!

Agent (10:33 pm): 👍

Natalija (10:33 pm): It worked!

Natalija (10:33 pm): What now?

Agent (10:34 pm): Allow me a Moment

Natalija (10:35 pm): Ok

Agent (10:35 pm): Now, Go to voice.google.com. Sign in to your Google Account, and select the Number and let me know

Agent (10:35 pm): So that I can register it as the 4th line

Agent (10:36 pm): And Proceed further

Natalija (10:36 pm): Just second

Agent (10:36 pm): Sure

Natalija (10:39 pm): Picked one up

Agent (10:39 pm): Great

Agent (10:39 pm): May i know the Number

Agent (10:39 pm): ?

Natalija (10:39 pm): How to verify?

Natalija (10:40 pm): (###) ###-####

Agent (10:40 pm): Perfect!

Natalija (10:41 pm): How to verify a number on google voice?

Agent (10:41 pm): Once the Line get activate you need to do that

Agent (10:41 pm): As Of know I just need the number

Natalija (10:41 pm): Thank you 

Agent (10:42 pm): you are most welcome

Agent (10:43 pm): You shall receive the first device credit today.you will receive Bonus mobile discount

Natalija (10:44 pm): What now?

Agent (10:44 pm): I'm on it

Natalija (10:44 pm): Thanks!!

Agent (10:44 pm): Let me Help you to get the discounts

Agent (10:44 pm): There will be also one time line activation of $10

Agent (10:45 pm): However you will get a Bonus discount of $50

Agent (10:45 pm): You shall receive the first device credit today.

Agent (10:45 pm): So you are not paying anything 

Natalija (10:45 pm): Oh wow!

Agent (10:45 pm): Your EST. PAY TODAY is $19.50

Agent (10:46 pm): But as I said that you will get the first credit today

Agent (10:46 pm): I had send the Order details on the text [Edited: Personal Information]

Agent (10:46 pm): Please Open the text and click on I AGREE

Agent (10:46 pm): So that we can finalize the deal

Natalija (10:48 pm): Okk, just a minute!

Agent (10:48 pm): Sure

Agent (10:50 pm): You are getting motorola g power 5g Phone worth $299.99 with 128 gb

Agent (10:50 pm): Click on I AGREE

Agent (10:50 pm): You will get A SMS once the Mobile adn the New sim is shipped

Agent (10:50 pm): Order completed successfully!A receipt for order  [Edited: Personal Information] has been emailed to [Edited: Personal Information]

Agent (10:50 pm): Thanks for the Approval

Agent (10:51 pm): Generally, it takes 2-3 days to get the device shipped at your place

Agent (10:51 pm): Now, this is important 

Agent (10:52 pm): That you need to follow the activation steps and get the Line activated In order to get the Discount and offer

Natalija (10:52 pm): Ok

Agent (10:52 pm): Once you receive the new sim and mobile you need to insert the New sim in the Mobile

Agent (10:52 pm): And follow the activation stepos

Agent (10:52 pm): steps*

Agent (10:52 pm): That I had sent on the email id

Natalija (10:53 pm): Great. I’ll follow them

Agent (10:53 pm):  Email(s) and SMS text successfully sent.[Edited: Personal Information]

Agent (10:53 pm): Did you received the steps on the emailid ?

Natalija (10:54 pm): I have received email How to activate my phone

Agent (10:54 pm): Yes, that is the One

Agent (10:54 pm): Now we need to wait for the device and the sim to be shipped at your place 

Agent (10:55 pm): And then you can follow the steps 

Agent (10:55 pm): Just out of   curiosity, how has your experience been with Xfinity all these years?

Natalija (10:55 pm): To be honest Great, both in Indiana and Florida

Agent (10:55 pm): ❤️I am glad to know you experience has been good and we promise to make sure you get top notch service every time you reach us

Agent (10:55 pm): I truly appreciate your time and patience

Agent (10:56 pm): Given an opportunity would you recommend Xfinity to Friends and Family, looking at the support I provided today?

Natalija (10:56 pm): Oh definitely!

Agent (10:56 pm):  Excellent! I hope you can share your observations with us on how I RESOLVE your issue by clicking the END AGENT CHAT on the screen

Natalija (10:57 pm): Just

Natalija (10:57 pm): One question, can you do anything about my home internet bill?

Agent (10:57 pm): Yes you will get $10 discount more 

Agent (10:58 pm): Once you activate the line

Natalija (10:58 pm): On monthly bill?

Agent (10:58 pm): You will get $10 discount more Once you activate the line

Agent (10:58 pm): Currently, You are on the Best deal for Internet on the account 

Agent (10:59 pm): But once you activate the Line you will get $10 more discount

Agent (10:59 pm): Is there anything else I can assist you with today?

Natalija (10:59 pm): That would be all thank you so much!

Agent (10:59 pm): Pleasure is all mine

Agent (11:00 pm): Excellent! I hope you can share your observations with us on how I RESOLVE your issue by clicking the END AGENT CHAT that you'll see on your chat screen

Agent (11:00 pm): Take care

Agent (11:00 pm): Bye

Agent (11:01 pm): Excellent! I hope you can share your observations with us on how I RESOLVE your issue by clicking the END AGENT CHAT that you'll see on your chat screen

Xfinity Assistant (11:02 pm): Thank you for contacting us.