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user_xoo69q
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5 Messages

Tuesday, September 24th, 2024 2:52 PM

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Live Chat Agent Promises Rate That Doesn't Exist

My 2 year promotional rate on my TV + Internet package just expired and my bill went up significantly. I inquired about this through a live chat agent. I was going to cancel service so he offered to not only discount the upcoming higher bill, but give me a locked in rate of $175/month, taxes and feed included going forward. My bill just paid through auto pay and was paid at the new highigher rate. I once again contacted a live chat agent and was told no rate plan that I was offered existed. This is entirely deceptive business practice. I have a transcript of the chat and would like what I was promised. At this point, I feel like I was just strung along to keep my business.

Question

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Updated 

8 months ago

104

1

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XfinityOrlandoM

Official Employee

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2.1K Messages

8 months ago

@user_xoo69q

 

 

Thanks for reaching out to us and being an awesome Xfinity customer! I'm glad to hear our awesome Xfinity chat assistant was able to help you find a new locked in rate. You should have received a text or an e-mail confirmation about your new updated plan.

 

 If you changed your plan during the middle of your billing cycle and you're set up for autopay our billing system will deduct that last bill you got since we bill a month in advance, So your next bill will prorate in adjust for the changes you made.

 

 If you go look at your billing statement via our awesome Xfinity app and go to billing details and current PDF statement that will show you when the billing date was on that last bill,  if that was before or on the same day you made the change you won't see the adjustment rates for the new plan until your next billing cycle

 

let me know if that information is helpful after you go in review your billing statement on our awesome Xfinity app

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user_xoo69q

5 Messages

It's like you didn't even read my comment. I stated that your agent lied to me during a live chat and that not only did I not receive a discount on my bill just paid, the rate plan promised didn't exist. Your reading comprehension is terrible. This was probably the most unhelpful answer I have ever received.

8 months ago

0

XfinityOrlandoM

Official Employee

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2.1K Messages

@user_xoo69q

 

I do apologize for any inconvenience, I did read your comments,  did you get an e-mail confirmation about the plan you agreed to?

 

To make any changes to your accounts or your services we must first send you a consent via text or via e-mail for you to approve the order.

 

Did you get the consent e-mail via text or email the day you spoke to the chat agent to approve the order?

 

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

8 months ago

0

user_xoo69q

5 Messages

;No, I didn't receive an email or text. Most likely because I was lied to and offered a rate plan that DOESN'T EXIST.

8 months ago

0

user_xoo69q

5 Messages

I will quote the live chat agent:

"I have successfully adjusted your bill to just $175 per month and added a credit of $20.00 to your account. The best part is that your current high bill will also be adjusted on a prorated basis, so there's no need to worry at all." 

8 months ago

0

XfinityOrlandoM

Official Employee

 • 

2.1K Messages

@user_xoo69q

 

I do apologize for that,  we do have to send you a text or e-mail while we're talking to you to have you approve any changes to your account so it does sound  like that process was not completed if you don't remember approving an order.  

 

I'll be happy to see what offers we have to get you that rate that you were promised.  Go ahead and send me a direct message

 

To send a direct message:

Click "Sign In" if necessary.

Click the "Direct Message" icon in the upper right - it looks like a chat bubble

Click the "New message" (pencil and paper) icon just to the right of Conversations

Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

Type your message in the text area near the bottom of the window

Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service addres

 

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

8 months ago

0

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