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Tuesday, January 21st, 2025 6:59 PM

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!

This post was created from this comment on different post

Official Employee

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1.6K Messages

2 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!

2 Messages

No, I  can't find the promised pricing. 

Official Employee

 • 

2.1K Messages

We appreciate you for checking @user_ibkge0! Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look! To send a "Direct Message" to Xfinity Support:


Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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.

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