Visitor
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1 Message
promotional prices not honored
About a month ago (July 3), I called to discuss better pricing and was transferred to your Customer Loyalty team. The representative I spoke with offered me free internet for 12 months if I signed up for Xfinity Mobile. He explicitly stated multiple times that both internet and mobile would be free for that entire 12-month period.
Trusting that agreement, I signed up. However, it's now been less than a month, and I've already been charged for mobile and internet services twice each. There was no mention of charges, conditions, or fine print at the time of the call - quite the opposite. I was reassured repeatedly that I wouldn't pay anything during the promotional period.
I've tried to resolve this through customer service but haven't gotten anywhere. I'm asking for:
1. A review of the original call with the Loyalty rep.
2. A reversal of the incorrect charges.
3. Confirmation that the promised 12-month free period is still in place.
I'd really prefer to resolve this directly rather than escalate to the FCC or BBB, but I'd appreciate a quick response and correction.
Thanks.
XfinityPaula
Official Employee
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2.1K Messages
10 months ago
Good morning user_ss4tk3 and thank you so much for reaching out to us about the promotions that were offered to your last month. I wish we were meeting on better terms, but we are here to help! I'm sorry to read of the promises that were made only to find that you are being billed for both internet and mobile services. I've had similar experiences in the past as well, and it hits you in the gut when that charge or bill arrives. I'm familiar with our free Xfinity mobile unlimited line for 12 months, but I am not aware of a free 12-month promotion for Xfinity internet. I would love to dig into this for us and help resolve the error that has been made.
Considering this is an account specific issue that needs to be investigated can you please send us a direct message with your name and service address?
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