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user_zfw498
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Tuesday, July 9th, 2024 2:15 AM

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Possible sleazy (?) sales tactic

An Xfinity agent offered me a promo upgrade for 24 months at no extra cost. After making sure of the details and exhaustively asking questions to confirm the deal, I agreed: faster internet for 24 months at no additional cost. He upgraded my internet to the next tier but did not apply the discount…so he essentially just moved me up to the next tier and charged me more (no discount). I have screenshots showing our conversation, since I know these tactics. Who do I contact to correct this issue? No one answers (no live agents) on the Xfinity app or phone number (attempted multiple times over multiple days).

Question

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Updated 

10 months ago

71

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XfinityBradM

Official Employee

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915 Messages

10 months ago

Hey there, @user_zfw498. It can be frustrating when your bill changes unexpectedly from what you agreed upon with the agent you're working with. All of the orders that we process require customer approval input process before we can complete it on our end. The order is sent to the customer to have them review the details and approve the order. Were the details of the order what you agreed upon? I would suggest reviewing the order confirmation details in your email to ensure the details are what you agreed upon. Is there anything that jumps out that is incorrect? 

(edited)

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user_zfw498

3 Messages

Thanks for your response! Yes, I have reviewed the order requests that the agent emailed. Both emails I received list the monthly charge as around $55/mo. My original plan was $55/mo and the agent assured me that the promo upgrade (originally valued after some other discounts at $65/mo) would continue to be $55/mo due to also adding a $10 discount for using autopay. However, in my Xfinity app it says my charge is $65/mo and looks like it lists that autopay discount as already applied.

I tried to include some details to help, sorry if I didn’t communicate it well. The gist is that, yes my orders say $55/mo but I am still being billed $65/mo

10 months ago

0

XfinityBradM

Official Employee

 • 

915 Messages

Thank you for doing your due diligence, it sounds like something may be off! We can take a deeper look and provide some insight and correct anything that may have slipped through the cracks. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

See https://comca.st/3KQF8q9 for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

10 months ago

0

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