Visitor
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2 Messages
Promised a package by your virtual assistant that was false advertising
I wanted to change my Xfinity triple play plan to something cheaper since the phone/voice services don't work in our rural area when the power goes out. We don't get cell coverage at home. I tried the virtual assistant since I couldn't find a way on the website to talk to a real person. The virtual assistant offered me a plan and said, "Currently, you are on a plan with internet, cable, and home phone, and your monthly bill is $281.73. However, with the plans I can offer you, you will get the same speed, NOW TV, and a new branded iPad for only $163." I saved the chat so this is a direct quote. I was dubious so I asked for clarification of the offer and was quoted, "I see that you are on a triple bundle deal where you have 1200 Mbps with TV channels and a landline, and your current bill is $280.23. Currently, there is no bundle deal available that can lower your bill, and there are no promotional discounts available that can match your bill. And the bill alone for Internet of 1200mbps will cost you $153 approx. which is why I'm helping you with the multiproduct deal which lower down your bill to $163 for Internet + TV +brand new device of IPAD which also include UNLIMITED services." I trustingly signed up, received the ipad and then got my new bill for $301 for Xfinity cable AND new added mobile services. When I finally called to talk to a live person no one at Xfinity or Xfinity mobile knew of the plan I was promised. Each customer service rep said they couldn't "help with mobile services" or "help with cable/internet services" so I had to cancel everything and am waiting for a mailing label to send back the ipad. I am incredibly frustrated by Xfinity's service. I will be sharing this experience with all my social media platforms and warning others to avoid Xfinity's false promotions.. I would love to talk to a manager and send a copy of my chat but it is impossible to get contact information. What a headache and waste of several hours of waiting on hold, chatting with virtual assistance, and paying for unwanted charges. Do better Xfinity.
XfinityAlyssaA
Official Employee
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1.8K Messages
4 months ago
Good evening @user_f62a07, and thank you for reaching out on our Community Forums, we appreciate your time and bringing this experience to our attention. We thank you for taking the time to provide all of the background information and assure you that this is never the kind of frustrating experience we want for any of our valuable customers. We are sorry to hear that you feel mislead and want to do our best to help turn this situation around. We'd love to have this chat investigated further. Would you mind sending us a Direct Message with your name and the service address on the account so we can review your account further and see if we can locate the chat? We want to make sure that this gets over to the proper team for investigation.
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We look forward to working with you further.
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