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Lost platinum status after I moved.
I recently moved and have lost my platinum status. Called customer service and was told that previous address shows that I have only been a customer since 2022, which is totally wrong. Told the agent that I have an email from 2020 stating thank you for your payment but the agent kept saying her records only show me being a customer since 2022. Nothing was resolved and she suggested I go to an Xfinity store to see if they could help. Very disappointing that years of Xfinity service has been erased from my account!
XfinityEmilyB
Official Employee
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2.1K Messages
1 year ago
Welcome to our Community Forum, @user_6d6bbz! Thank you for reaching out to us so we can make sure your Xfinity Rewards tier reflects the time you've continuously had service with us. I'll research your previous accounts and open a ticket to get it corrected.
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help help :).
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