4 Messages
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.
XfinityMartyR
Official Employee
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1.5K Messages
18 days ago
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• 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
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user_25zz9f
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.
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XfinityMartyR
Official Employee
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1.5K Messages
16 days ago
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