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user_wp7xop
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Wednesday, April 2nd, 2025

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Misled and False Promises

I contacted live chat to see about options to lower my package pricing for TV/Internet/Security - I was offered a package that would save me about $50 a month with same services and better internet, so long as I added a mobile line, which I was fine with so long as the package was less. Well the mobile line was added, but the rest of the order never processed and sent to my email as promised. Then spent the following day on the chat for multiple hours only to be transferred twenty times and told that the package offered to me I'm not eligible for. So I was lied to just to get a mobile line added and probably get this agent some bonus! I'm so infuriated I'm prepared to cancel all of my services. No one has been able to help me or understand why this was so wrong.

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Updated 

6 months ago

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XfinityRichard

Official Employee

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2.5K Messages

7 months ago

Hi there, @user_wp7xop ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I definitely understand your concerns regarding the promotion that was offered to you and later find out it's not a real promotion.. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   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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user_8j4cl5

Visitor

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1 Message

6 months ago

Did they ever fix the issue?

I am facing a similar issue. They promised a reduced rate for Internet and free phone service for two years, but then they sent me a bill for $70.42 for the phone service!

They say that I need to pay $40 for unlimited internet for the phone and $30 for calls!

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XfinityAirelle

Official Employee

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3K Messages

 

user_8j4cl5 

Hey there! I totally get why you're frustrated—I’d be asking the same thing if I were in your shoes. When you're promised a reduced rate or a free service, that’s exactly what you should see on your bill—not a surprise charge that makes you feel like you were misled.

 

It sounds like what was offered and what was billed aren’t lining up, and that’s not okay. We definitely want to take a closer look and make sure everything you were promised is honored the way it should be.

 

Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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6 months ago

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