3 Messages
Lost my Platinum Rewards status after Moving
I have been with Xfinity for many years. After I moved and kept Xfinity services my account now shows me as a "Silver" Member. I was and have had Platinum for many years.
I have been on the phone with Xfinity and several agents advise me they only see my Silver status even on my previous address. I also get told to go to an Xfinity Store. When I went they tell me I need to have Mobile in order to get Platinum?!? I never had mobile before. This is upsetting. The move, transfer, and activation went so well. Of course Xfinity couldn't help but give me another hurdle before the finish.
I would really appreciate some help
Accepted Solution
XfinityJoe
Official Employee
•
760 Messages
1 year ago
Hey there @brock0011 Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
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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brock0011
3 Messages
1 year ago
Sent a DM and a Ticket was opened, Then I was told it was closed and corrected. It was not corrected I am still showing "Silver". Then another agent in the DM advised it's back open and they are looking into it.
ECM0006280515
This is very frustrating because I was downgraded to "Silver" incorrectly very fast but now to get it corrected back to Platinum it seems to be a long task. I stayed with Xfinity and did not go to Verizon Fios when I moved because Customer Service was supposed to be at a high level. But now it seems like I was not only penalized for staying but also placed on the back burner. I am not the first and/or only person that has had this problem. BUT I should be the last! Xfinity you have to take care of your customers and not let background tasks and algorithms effect their experience.
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brock0011
3 Messages
1 year ago
After a month of back and forth, the Customer service team on Xfinity Forum was able to help me get what I needed. Thank you to the dedicated team that assisted.
Hopefully this doesn't happen to someone else in the future.
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