6 Messages
Lied to About Chat Transcript
In a chat box with an agent “JAZZ” she mentioned lowering my bill to a set price. Then around the next month my bill has risen $10 with no explanation. I tried to recover the chat transcript however I am unable to do so even though there’s an option from Xfinity to have the transcript emailed to you. Now the agents are lying and claiming that if I don’t have proof of the agent saying that my bill was lowered it will be initiated at the new price. Mind you Xfinity didn’t even tell me my bill was going up, I happened to find out myself. Also not to mention the agent hung up the phone on me today.
XfinityVianney
Official Employee
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2.1K Messages
1 year ago
Hi, @user_mpywsy. Thank you for reaching out and creating a new post. I know seeing any type of billing changes can be confusing, but we can do our best to help. When you see an increase, there could be a few variables involved. It could stem from a promotion that recently expired. In this case, we do notify the customer about the changes on their bill leading up to the increase. It's highlighted under the "regular monthly charges" section in green font while in an active promotion. We also send out notifications within customers' bills explaining any upcoming price changes as well to give you a heads up. When you chatted with our team, did you complete customer approval with the package you discussed that day?
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user_mpywsy
6 Messages
1 year ago
My main concern is getting my call transcript with Jazz on November 29 at 12:00 pm est. please assist me with that :-)
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XfinityVianney
Official Employee
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2.1K Messages
1 year ago
@user_mpywsy Got it, I wanted to double-check to get an idea of what could have occurred. The approval process we have requires us to send the customer approval going over the new package and the pricing included. You'll then have to manually approve the changes on your end to complete the process to add the package. There could be a chance it wasn't processed based on what has occurred.
For privacy and security, we don't have access to call recordings on our end. They can also expire depending on when the interaction took place. I truly can't promise we'll be able to access this on our end. I can, however, help review your plan and cover pricing options that could help you save.
I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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user_a0cd0w
3 Messages
1 year ago
I have had it with Customer Service. On Chat for 2+ hours - Cut off 3 times. Wanted a copy of the transcript because I couldn't believe what these people were telling me. Now of course no transcript to be found. I know more about equipment than they do. I have always preferred Xfinity over all the other services I have had ( Optimum, Direct TV, Fios, etc ) in the past. I am switching to FIOS now
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