U

Monday, October 28th, 2024 12:29 AM

How Xfinity can lie to customers is beyond me, false offers and contracts.

I called on October 13, 2024 and spoke with the Loyalty/Retention department regarding a dramatic increase in my billing from 85 to $140 a month. I was offered the same equipment, same internet speeds (1,200 mbps), and xFi no data caps at a cost of $75 per month for two years with no contract. I was told by the team member that in order to get the $75 per month, I would need to accept the agreement he sent me that day (October 13, 2024) at a rate of $90 per month, then I was to receive a call back on October 16, 2024, to have the at $75. I never received the callback and now I am locked in paying 90/month (more than previously), with no Xfi (so my data is capped) and my internet speeds are reduced to 1,000 mbps. Today, I have spent a combined four hours in phone conversations with the Loyalty/Retention team to have this fixed and my original offer updated on my account. I have gotten absolutely nowhere. All that I am told is that well sorry that person lied to you and your locked in to this new contract, oh well. I have made on time payments for four straight years without any issue. Yet, I am treated like absolute dirt. There is no humanity in this company. The supervisor in the Loyalty/Retention department at last said that I could speak with her supervisor and that the person would call me back in 1-2 hours. Guess what? It's been 6 hours and no call. I even tried calling to bring this issue up and I just get endlessly transferred with no help at all. Incredible, never do business here. 

Official Employee

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1.5K Messages

18 days ago

 

user_25zz9f Thank you for reaching out, and sharing your experience. This is definitely not the experience we want for you, or anyone. Also, what you described is not our normal policy for making plan changes to a customer's account. Our representatives can only offer what is available at the time, and that offer is shared to our customers in the order approval process. We can take another look at your account, see what's available for you, and ensure the issue has been reported. Please send us a direct message.
 
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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
• Press Enter to send it

 

4 Messages

I spoke with the loyalty/retention department again today and despite acknowledging that I was lied to about the offer that I accepted on 10/13/24, they said that they will not honor it at all. They would only review the phone call to get the employee in trouble, which I don't even care about, I just wanted the service at the price I was promised and agreed to. They refuse to offer me the plan that I was promised and now I'm locked into a plan that an employee deliberately lied about. This is pure insanity. Four years of on time payments is being rewarded with complete disrespect. 

Official Employee

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1.7K Messages

Thank you for letting us know that you spoke with the loyalty/retention department again today @user_25zz9f and that despite acknowledging that you were lied to about the offer, they will be unable to honor it. I understand your frustrations and where you are coming from, if I was in your shoes I know I would be upset as well. I'm glad to hear that they will be reviewing the phone call and holding the employee accountable. Additionally, I see that you stated they refused to offer you the plan that was promised. Unfortunately, if the plan that was offered is not in our system, there is no way for us to offer it. We are only able to offer what is available to us in our billing systems and don't have a way to build new offers from scratch.

 

Rest assured though that our team is on your side and does want to help the best we can. We'd be happy to review eligible offers to get you into the best deal we have that would suit your household needs and budget. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") 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
  • Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

After the way that I've been treated I'm done giving you guys chances. Way too many hours wasted on the phone wasted, dealing with lies, and this is the reward I get for my loyalty. I'd rather take my business elsewhere. 

Official Employee

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1.7K Messages

We are sorry that you feel this way @user_25zz9f, rest assured this is never how we want our valuable customers to feel. This is never the kind of upsetting experience we want for you and want to help turn things around. If there is anything else we can assist with, please let us know. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

17 days ago

Update: for anyone dealing with Xfinity customer service, never take anything they tell you at face value. Even if the agent is a supervisor, their words are meaningless. I was told by a Supervisor that it was my fault for agreeing to the $90 dollar plan, despite the Xfinity employee lying to me about calling me back in three days so that the agreement could be modified to the agreed upon $75 price with my original service of 1200mbps and Xfi. The Supervisor flat out said that I should not have believed the employee's words. She said that I can only make you offers that are customer-specific, and you are a customer who just agreed to a new contract. When I said that I need to be treated as a customer who had an expiring contract, which is why I received the $75/month offer, because I was lied to by the Xfinity employee and lured into accepting the agreement on October 13 since the employee said that  they couldn't do the $75 that specific day but it would be modified on October 16 to the $75. She said it was my fault for believing the employee. 

They will tell you that they will call you back X amount of days, but you cannot believe this. This is a delay tactic so that you hang up. Additionally, you may be told that a Supervisor (Richard) are submitting a follow-up request to their "back-end" team and to give them 1-2 days for review. Again, you cannot believe this, it is another lie so that you hang up. Do your research for other internet service providers in your area. Loyalty does not exist and you will not be rewarded for it. You may even see quick replies to this post from Xfinity team members, believe me it will not lead to addressing your issue. Do not fall for it. 

Official Employee

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1.1K Messages

@user_25zz9f Our team is here to help. It's unfortunate you've had this prior experience. I know that you've been let down before, We can certainly review those interactions and look over your account to help make this right. Please send us a direct message to help. Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

 • 

1.5K Messages

16 days ago

 

user_25zz9f Thanks again for reaching out, and working with us directly. I'm glad our team was able to find a plan that works for you, and your needs. Take care! 

 

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