My promotion is going to expire

Mine is going to run out at the end of the month and I chatted with an agent who told me that they couldn’t give me a new offer because they can’t see any until the one I have expires.  I explained that it was poor business practice to not have an offer for me BEFORE the promotion ran out.  What they do is wait and then when you get a new offer after yours expires you have to pay one month at the higher cost or full price.  Yet another money grab.

This is the one company that I absolutely dread talking to because they lie, hang up on you, put you on hold and never come back, and continually inch your bill up.  That’s customer service??!!

The agent asked if I would be interested in mobile (I have only internet and TV now) and I replied no.  She then said “why aren’t you interested in our mobile service?”  I had to laugh.  I said because exactly how I’m being treated right now.  You won’t offer a new promotion and you aren’t providing any customer service for the products I have.  Then you ask if I want more of your services (lol). Absolutely not.  I want to get rid of the ones I already have with you now!

 skintime New promotions come out all the time! If you haven't checked with us recently, I would be happy to help look over promotion options for you! & @dclink We would be happy to look for a new offer with you as well to help keep the billing down when you have time. 

I’ve tried direct messaging but no one answers for a very long time.  I leave after waiting and when I come back someone has responded.  This is very slow.  Am I using the correct method?  

Why is working with xfinity (comcast) so painful?  I used your direct messaging and it is a total joke.  I’m now even more frustrated with this company.  

The direct messaging is a slow, back and forth in which I was asked three times to tell the account name and address (which I gave all three times). That process took THREE DAYS! When I told the rep that my husband and myself were on the account he said I had to sign in differently because the person he thought he was talking to was my husband who had NO authority to change (HIS) account.  So in essence, start your 3+ days over with a rep.  What a horrible way to run a company!

Here is what AI states about Xfinity:

"

• Significant Price Hikes: Once a promotional period (typically 12 or 24 months) ends, your bill reverts to the much higher "everyday rate" or "rack rate", often increasing by $50 or more per month.
• "New Customer" Focus: Most of Xfinity's best deals are reserved exclusively for new subscribers. Existing customers usually aren't eligible for the same low prices unless they go through the process of canceling and re-subscribing (sometimes under another name or after a brief service lapse).
• Poor Customer Service Experience: Customers frequently report frustrating experiences with customer service representatives who may provide inconsistent information, make false promises, or fail to apply promised promotions. The process often involves long phone calls, being transferred multiple times, and feeling like the company is only interested in profit.
• Lack of Transparency: Xfinity's pricing structure can be complex, with extra fees (like the Broadcast TV Fee and Regional Sports Network Fee) that can increase even during a promotional period and contribute to the confusing total bill.
• Limited Retention Offers: While a "retention department" exists and may have access to a different set of offers, representatives often claim they cannot offer new promotional rates to existing customers without a significant service downgrade, making it difficult to find a fair price without threatening to cancel service. 

@dclink, This is definitely not the experience we strive to provide or how we want you to feel. We truly want to help. We will do everything within our power to rectify this as quickly as possible. I want to apologize and explain that our social media chat works a little differently than what you may be used to. We’re more like a faster email version. It can take a while for a response based on the research needed to answer the question and current customer volume, but you will never "time out" or be disconnected while we work in the background. Rest assured, we are your one-stop shop for all things Xfinity; thank you so much for your patience. To help ensure you have a smoother experience moving forward and for security purposes, the primary account holder can create up to 7 XFINITY IDs on the account with different roles to access everything from managing your account to enjoying your entertainment. To further assist with details of the account, we recommend in having the primary account holder add a user role for you on the account, such as the manager role for account specifics. Here is a great link to more details on how to add users to an XFINITY subscriber’s account here. Once completed, please let us know so we can proceed with going over the best pricing available for your location today.