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user_9y0br6
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Monday, February 24th, 2025 6:10 PM

Multiple Xfinity agents lying about discounts

After my Xfinity bill went up $20 in January, I reached out to Xfinity over text chat to see if they could give me a promotion. The first agent promised to give me a $20 "loyalty" discount to bring my bill back to $75. Weeks later, my bill remained unchanged.

I thought there was a mistake, so I reached out again over text chat. The second agent once again gave me a $20 discount that was never reflected in my bill weeks after my conversation with them. Today, I contacted Xfinity over the phone. The agent said there was no discount on file and that a discount wasn't even available for my service.

My question is: why are Xfinity agents straight-up lying to me about discounts? The conversations I've had with these agents (which I have saved) are extremely misleading, and I'd like to file a complaint with corporate about this. Please let me know how I can contact them. Thanks.

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4 months ago

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XfinityMartyR

Official Employee

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2.3K Messages

4 months ago

Thanks for reaching out, and providing your feedback user_9y0br6. Normally, when a customer is offered a new plan, or promotion they have to go through an order approval process, so our customers can see the changes that are being made, and applied. When you reached out to our Xfinity Assistance Team, did they have you go through this process? 

 

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user_9y0br6

2 Messages

@XfinityMartyR​ Hi there, I accepted the changes over text chat. The second agent told me I would receive a call or text to confirm the changes, but I never received one.

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4 months ago

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XfinityMartyR

Official Employee

 • 

2.3K Messages

 

user_9y0br6 Sounds like the order approval process was never sent, and completed. We can take a closer look at your account for you. Please send us a direct message. 
 
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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4 months ago

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