Visitor
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5 Messages
I was lied to by customer service rep
I and my husband called xfinity to add cartoon network back to our subscription and were told that we could get a highly reduced bill if we renewed a package that had a landline. We have always had a legacy package with a landline, so it didnt sound wrong. He stated it would reduce bill to $219 from 290 and then we would also get a credit in 2 years of $250 for never having a late bill payment. He stated the requirement was to activate the landline in order to get this package and it would require a one time charge of $9 . He stated we had been taken advantage of and we have way overpaid for our serivces and had an outdated modem and needed to get a new one along with the new landline. He would send out a phone in the mail. We got a CELL PHONE a couple days later. I called xfinity and was assured that this was the LANDLINE and the other rep had told us the truth. Then we tried for 90 min to activate the phone, which did not activate. Even with the rep on the stupid phone with us. She got frustrated and stated she would have to return a call later as they were having issues with upgrading the system. they did not call back. Then I looked at my email and see a charge for like $250 for a cell phone and monthly fee of $9.99 which I never agreed to. Called xfinity back and was told I could cancel the cell phone , but would still pay activation fee because I agreed to sign up !! Even when I said the rep lied! Then she said that the rep had taken off all my tv boxes and my storage for my DVR to get the price down to $219 and that once this went into affect, my service would not work at all unless I had my own equipment. I never told the rep or was asked about adding or removing any eqiupment, modems or tv boxes. So she states the bill would go back to about $280 with the tv boxes and the extra DVR storage added back. And it would cancel netflix which I have always had thru xfinity as well as MGM, paramount, etc. The first rep assured us we would not lose any channels, but would gain channels!! So he lied about that too! And after spending 5-6 hours speaking with differnt reps who tell me there is nothing they can do to help me with this issue of deceit, I will state that your customer service is appalling and dishonest!! I have considered cancelling xfinity many times before and you have the advantage that I am used to having regular channels and I have not wanted the hassle of streaming everything like on youtube TV, or having a dish that may not work in storms. But I may just have to bite the bullet. I am appalled that a you wil not even consider a credit of my cell phone installation, when I was lied to about it. And there is no consideration of total aggravation on my part as you have me trapped and you say, all is fair in commerce, whether we lie or not.
user_h9gr1y
Visitor
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5 Messages
9 days ago
I was lied to by customer service rep and told that I needed to get a landline to get a better deal and he could reduce my bill from $ approx 290 to 219, which is huge. I originally called re the cancellation of cartoon network and to get it re added. He stated I was being overcharged by having an old plan and he could save me a lot. I just had to get a landline. I agreed to this as it is a big drop in prices. He said it was a one time charge of $9 for the phone which would be sent out and I would have to activate it to get the new plan for $219. So then a CELL phone came in the mail, not a landline and I called and was told my a rep that was a LAND LINE and what the other rep had told us was correct. Then we spent over an HOUR TRYING TO ACTIVATE THE PHONE! That did not work and she said she would call back later . She never called back. Then I looked at my email and I saw a charge for about $250 for a cell service and a contract for $9.99 per month!!! I never was told this on the phone and I did not agree to this. So called back and talked to another rep who stated that I could cancel the cell phone, but i did agree to it and BY THE WAY, all my tv boxes and my DVR service had been taken off my account and this is why my bill went to $219!! She states once this contract went thru, I would have NO SERVICE at all unless I had my own equipment. She states the note on my account stated that I did , I never was asked that or discussed that with anyone. She added back the TV boxes and the DVR service and addtl storage for DVR and my bill was back to about $278. But i no longer had peacock, mgm, etc , so I would need to add those back a la carte, putting my bill back to what it was previously or 10-20 dollars more. She did add cartoon network back for $10. She also stated that she could not give me a credit for any charges related to the cell phone as I agreed to it. I stated that the rep lied and was misleading us to think we would have no channel changes and a reduction in the bill as long as we got a landline. She stated that she could not issue any refund or a credit for fraud and 6 hours spent on the phone with reps who are poorly trained and lie to get people to add cell service. I have often thought of cancelling xfinity, but you have me trapped by wanting a regular tv service like I always have had and not have to go to youtube streaming or dish service, which is a poor connection. It is appalling that you only consider your bottom line and cheat your customers to stay afloat. I will never recommend anyone get xfinity and if I get past the aggravation of cancelling your service and starting all over , I will.
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XfinityArmand
Official Employee
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2.3K Messages
9 days ago
Hello @user_h9gr1y, and thank you so much for taking the time to reach out to Xfinity Support. We are so glad to hear from you and happy to assist in any way that we can to address your service concerns. No worries! You have reached out to the best team to get things squared away for you. So that we can get started, please feel free to shoot us a private message with your details.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• An "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
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