2 Messages
Recent Plan Change Not Reflected
I have had the same problem. I have been a customer since before it was Comcast. I was promised a price for a plan by phone on December 26, 2024. When I did not receive the prompts to accept the agreement I waited to see if the changes to my account had been made. When I saw the higher price, I again called the company and was told they showed no agreement made. I told them to pull the recording of my phone call where it was promised to me. It is now January 21, 2025 and they are telling me they have not received the recording yet! In the meantime I have had to pay the higher bill. This is the second time this has happened to me!! The phone tree is infuriating! If I wanted to text or use AI, I would have done so. I had to go through the menu 3 times before I finally talked to the unhelpful agent. When I tried to use the Xfinity Assistant previously, I was told they could not help me. This is not a way to retain customers, even the ones like me from the 1980's!
XfinitySara
Official Employee
•
1.7K Messages
3 months ago
Hello, @user_ibkge0! Thank you for leaving a comment with similar concerns on this user's post. We've converted your feedback into its own post in order to properly address all of your unique concerns to the best of our ability. And don't worry! You're in great hands with our Digital Care Team :) We're awesome to work with because we'll always do whatever we can to help resolve issues quickly. To start, are you able to find the promotion/pricing that was previously discussed over chat when you use either our Plan Builder, the Xfinity Deals site, or the My Account portal?
We recommend starting online if possible since some promotions are exclusively offered online-only :) Otherwise, our team typically has access to the same options you see while logged in to your account. And keep in mind that you don't always need to make any "changes" other than selecting the same service(s) you already subscribe to, in order to see any applicable promotional rates being offered. You may just not see the total estimated monthly bill until you proceed to the order summary (before approving any changes and placing your order). Please let me know if this helps!
And if you still need our assistance, we'd be happy to pull up the account and see what we can find. Let's start here, then we can let you know if a direct message is necessary, thank you!
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