3 Messages
More Lies
The post I made two days ago has already been closed so wanted to provide a public update here.
In addition to original post below, I was promised on Wednesday that I would have received a call at 8:15pm this evening to discuss my billing options (after discussing with my wife) and never received a call at all. The lies and disrespect by Xfinity continues…they do not care!
original post:
Spoke with four different customer service reps today. Also talked to a store employee a week ago. Every single person has lied to me. Store rep told me I was under contract through 2025–thought it was weird but left frustrated. Checked today and my contract is literally over this month. Called in to customer service tonight and first person told me same thing—under contract until 2025. Told him I literally have the contract that I signed from 2022 and all of a sudden he says you are right! But there’s a difference between service agreement and contract agreement (just dumb terms intended to confuse customers. There is no difference between contract and service. I sign a contract, Xfinity provides a service. It’s the same thing!!). Guy tells me I won’t have any cancellation charges now. I said the store said otherwise. I asked for supervisor, he reassured me he was best man for the job. Long story short, he forwards me to customer loyalty team rep. She tells me contract started in November 2022. I corrected her that no, it was March, and I moved in November. She didn’t stay on the phone long before randomly transferring me to another person. He tried his best but also pulled the November trick and I didn’t bite that time either. He reassured me he was the guy to solve my problems. We are now over an hour on the phone and even though I want to cancel in frustration, I allow him to figure out his best deal. He goes quiet for five minutes—I check in to see if he is still there. He replies, asking for a few moments. I wait another ten minutes and check-in again. I don’t get a response for another five minutes. Honestly feel like it is a tactic to try and get me to hang up. Not biting…gets on a few minutes later and tells me the best deal saves me $10. Wow. Again, transferred to next person—now person number four. This guy spends more time selling me on xfinity mobile than solving my billing problem. At least by now I’ve established my contract is up and won’t have to pay cancelation fee. This guy though insists on giving me all kinds of “deals”—xfinity mobile being one. Another “deal” was a free upgrade to 150hr DVR instead of the 20hr I currently have. I knew that sounded fishy too so I checked my DVR and have 36 recordings and 30% capacity. That includes 19 hour long recordings so again, another lie—I already had the 150hr DVR!! How are you supposed to trust this company at all? They don’t care! They know they are the Cadillac of cable service and know their customers don’t have other great options so they charge them whatever they want and trick them endlessly to think we are getting a good deal as customers. Expressed my concern with this last guy and he literally said, “oh lord have mercy” sarcastically in response as if I was saying something unreasonable. How unprofessional is that? Now I’m being disrespected on top of lied to? Didn’t even really apologize until I asked to speak to his boss. Ended up giving him the benefit of the doubt and asked instead that he call me back Friday (where I’ll likely be canceling) because I appreciated his patience and work with me. Didn’t appreciate the attitude or sarcasm though. Really don’t appreciate the lie after lie. If a cable provider could penetrate the market and have core values of integrity and honesty, xfinity would be out of business in a few years. It’s a shame…xfinity should be ashamed.
user_bjxjkj
1 Message
1 year ago
Hello We have been with Xfinity Quite a few years our bill just keeps rising, they said inflation, but it's goone up 35. dollars a month in the last bill! I called we were on the phone and was on four over an hr and she said she could do anything she would connect me to a loyalty rep which she did what a Liar this guy was! He assured my wife and I nothing would change and brought out bill to 235. with we agreed because it was better then 262. telling me all would be the same! I said are you sure he said yes just say yes to the question's Im sending you ! I asked again everything will be the same he replied yes nothing will change ! The next morning we get up and Netflix was gone with MGM plus , we went from 150 minutes of record time to 20 minutes and less channels and other things changed ! I called back to to I believe resolution agent and he brought me back to what we had thank god, were in our 70s and Netflix and the DVR are mostly what we use and the channels we have! I can't believe you have people so dishonest working for you especially the Loyalty dept we have been with you since the 70s for cryin out loud and that's the way you treat us !!!! Also There use to be plans which you give to new customers that you could work in to your account , but now they say there are no plans for us ! I believe its because you have no competition in area ! So this is what we get after being loyal customers to you going way back to the coast era ! OH I guess that the way it is , but you should have such dishonest individuals working for you Im sure you could see on my account who this person was a reprimand them! Also it's so difficult to speak with a human whenyou call in by the time you do you so frustrate it terrible ! I wish Xfinity could ge back to the way the use to be , but I guess that's not possible ! thanks [Edited: "Personal Information"] loyal customers !!!!!
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user_oacp4b
1 Message
1 year ago
Same experience. The agents lie. One after the next. I have spent months dealing. They apologize and give you a tiny bill credit and then lie again the next statement.
[Edited: "Guideline Violation"]
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