2 Messages
Major predatory sales tactic
In September, I was troubleshooting a tv issue with customer service over the chat option. As we were coming to a solution for the problem we were having, the representative suggested we switch from a landline to a mobile phone. He assured me several times that there would be no other changes to our account and that the monthly price wouldn’t change as well.
we had a few issues in the beginning that were eventually resolved.
fast forward to today, I attempted to use the home app to set my alarm and upon opening the app I saw an error message instructing me to call customer service to restore my service. After over an hour on the phone I learned that the representative that made the change to my account lied. Not only did he switch our phone from a land line to a mobile but he changed our entire plan. He removed a number of channels from our tv plan and removed our security plan.
Since September, we haven’t had a security system in place and were unaware of it.
Not only that but they refuse to restore my previous services because that was a “grandfathered in” bundle.
The only option I was given was to pay more than $100 per month more for the same services we previously had.
No one I spoke to today could help me and finally informed me I would have to speak with someone in the customer solutions team tomorrrow. There is no direct line for them so they were supposed to send me a text message so that I could set up an appointment for a call tomorrow. I have yet to receive a text message. So I’m anticipating another long day of waiting on hold and hopefully being able to speak to someone from customer solutions.
What happened to being a valued customer?
I can’t be the only one who has had this same issue.
XfinityJamesC
Official Employee
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2.2K Messages
2 years ago
Greetings, @user_9a8n7a! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear about these unexpected changes to your service. This is definitely not the type of experience we want our customers to have, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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cook2342
Visitor
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1 Message
1 year ago
I've had an almost identical experience this week. I contacted Customer Service through the chat bot to fix an Auto Pay issue I have been having. I was then proactively contacted by a representative who then proceeded to ask me about mobile phone, whether or not I watch our premium channels, and how much we use our internet. She then offered me the "all of the same services" at a slightly lower price, which sounded great. How was I to know that she completely lied to me, that the current plan I was on was actually a "grandfathered" plan that would no longer be available once removed, and that the replacement plan she signed me up for now did not include the premium channels, even though I was paying basically the same price (only $6 less per month)? This was a complete bait and switch through blatant deceit.
Once I realized that I had been lied to, I tried to contact Customer Service again. I was then contacted by the Technical Team, who acknowledged that I was the victim of a bait and switch, and directed me to contact the Retentions Team the next day, who would be able to revert the changes made on my plan. The next day, I spent 2 hours on chat trying to connect to the Retentions Team as directed, and it was apparent that I was only chatting with an AI bot who pretended to transfer me several times, telling me at various times that the changes had been reversed, which they had not. It also tried to sign me up for the "current promotion" rather than revert the changes as promised, and finally threatening a cancellation fee if I were to terminate my current promotion. I NEVER ASKED TO CHANGE MY PLAN IN THE FIRST PLACE!
I then went into the local branch to talk to someone face to face, only to again be told that my plan shouldn't have been touched, but that there was no way to restore the package I had given up. The only way to get the services I had before was to add premium channels a la carte and pay $30 more per month. I was then told that new customers could receive essentially the same package for essentially the same price, but that this offer was only available to new customers. No help from anyone at any level. I've been a loyal customer for over 15 years, and I've never played the typical leapfrog tactics of jumping from provider to provider to get the better deal. How are these deceitful tactics legal and tolerated by Comcast? How is it that Comcast can treat their customers like dirt and face zero consequences from anyone? Comcast and Xfinity are completely unethical in their business practices, and I caution anyone looking to get any kind of help from anyone at Comcast. BUYER BEWARE! They will take advantage of you without remorse or recourse.
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