Visitor
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10 Messages
Incorrect “Confirming Email” and NO legal agreement received after updating Xfinity Wireless Plan
On Friday, June 16, I reached out to Xfinity Customer service by phone. An agent helped me with a new contract for Xfinity wireless Internet. After receiving a text requiring my signature, and signing, I asked if I would be receiving a confirmation with all of the contractural details. The answer was yes.
Sure enough, a confirmation email arrived. However, it did NOT contain the correct contractual information. I was able to reach an agent by chat and he DID have all of the correct information, and provided it to me in the chat. He also asked that I send a copy of the confirmation email that I received - and I did send that. He verified that the email was incorrect. He said I would be able to find a copy of the correct agreement in “Legal Agreements” under my profile.
I found my legal agreements, and there is NO updated legal agreement in that file.
The Order ID is [Edited - Privacy]. The Chat ID is is [Edited - Privacy]. What do I have to do to receive the correct
legal agreement?
XfinityCarolyn
Official Employee
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261 Messages
23 hours ago
@user_b63c0c Thanks for reaching out to us about getting a copy of your agreement. I would be more than happy to assist you today. To help further, I need to access and verify your account. What should your agreement state? Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are 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
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user_b63c0c
Visitor
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10 Messages
15 hours ago
I started my chat with an Xfinity representative this afternoon at 3:03 pm Pacific Time. It is now 9:52 Pacific Time. NO progress has been made in getting a copy of my legal agreement. I have received tips on “accessing my legal agreements” a couple of times. I have responded that I already know how to access my legal agreements. The issue is that there is NO legal agreement in my profile for the most recent 5 year Xfinity Wireless agreement that I signed last Friday. This is exasperating. I’m a Diamond member. Very frustrated. Can someone please help me with this most basic of requests, please?
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user_b63c0c
Visitor
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10 Messages
5 hours ago
The most recent response from the Direct Chat representative showed considerable understanding of the issue. She WAS able to locate the recent legal agreement / order details of my recent plan change and listed all of the details which were correct. What she could not understand is why I can’t see the same details in my profile where they are supposed to be stored as a record of the transaction and details thereof. She said she would submit a ticket with an Advanced Support Team to attempt to solve this issue. I look forward to continuing to make progress and appreciate that the core of the problem was addressed after numerous false starts.
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user_b63c0c
Visitor
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10 Messages
1 hour ago
The Chat support agent was able to find all of the information about recent orders and confirmed the specifics of the agreement. While not able to solve or explain why confirming emails (which she was able to see) were inaccurate or the fact that in my profile there are no copies of legal agreements or acknowledgements of the promotional plans that I signed up for, the agent assured me that on Xfinity’s end, they had all of that information. She put that information into writing and it was correct. The agent was honest, knowledgeable, competent and very patient.
For me, the issue is resolved because of the assurances that I received by the Chat agent. For Xfinity, it would be a better company if their customers would receive accurate and detailed copies of the agreements, plans and promotions that apply to their account.
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