Retention Offer never Applied

Hello,  

I was promised a retention offer but it has not been applied to my account.  If I cannot get some sort of pricing adjustment after I was promised this (which I wasn’t even expecting but was so amazed at), I have received an equally better offer for mobile and internet from T-Mobile.  I have worked in customer service for 20 years and following through for loyal customers is less expensive then attracting new ones.  I really enjoyed being a client and hope to still be one.  I’m sorry to add to the monotonous same email grind that you get about these day in and day out and do truly appreciate any consideration you may give my family.  Below is the transcript from my previous conversation and then someone reached out via email asking if I had any additional feedback but only responded I could see the new “Minions” movie early.  Cool.

--- Conversation on 06/27/2026 ---

Xfinity Assistant (08:46 am): Good morning, Cynthia. How can I help you today? You can ask me questions about charges on your bill or account information. Or you can pick an option below. By the way, you may get a quick survey after our chat or by text. We appreciate your input.

Xfinity Assistant (08:46 am): Good morning, Cynthia. How can I help you today? You can ask me questions about charges on your bill or account information. Or you can pick an option below. By the way, you may get a quick survey after our chat or by text. We appreciate your input.

CYNTHIA (08:46 am): Billing and payments

Xfinity Assistant (08:46 am): I can assist you with billing questions. In order to guide you correctly, which bill can I help you with?

CYNTHIA (08:47 am): Xfinity Internet or TV

Xfinity Assistant (08:47 am): How can I help with your bill?Just so you know, your bill will have a new look to keep all TV program-related fees included in the total price for your video plan.

CYNTHIA (08:47 am):  Help with a billing issue

Xfinity Assistant (08:47 am): I can help with your billing issue. What's going on?

CYNTHIA (08:47 am): Any discounts available since I pay twice what’s available to new customers 

Xfinity Assistant (08:47 am): I can tell you about some special discounts available to Xfinity members.

CYNTHIA (08:48 am): None of those apply

Xfinity Assistant (08:48 am): I'm having trouble following our conversation. Please type a message and follow the prompts presented.

CYNTHIA (08:49 am): I would like to see if I qualify for any of the new client discounts since I’m a long time client and pay over twice what the current offer is

Xfinity Assistant (08:49 am): I can tell you about some special discounts available to Xfinity members.

CYNTHIA (08:49 am): Representative please

Xfinity Assistant (08:49 am): OK. Which service do you need help with?

CYNTHIA (08:49 am): Xfinity Services

Xfinity Assistant (08:49 am): Thanks, before I can connect you with an agent, I'll need to confirm what you need help with. Please choose an option below.

CYNTHIA (08:50 am): Internet questions

Xfinity Assistant (08:50 am): No problem. I'll put you in touch with a live agent now.

Agent (08:50 am): Hi CYNTHIA, thank you for contacting Xfinity. My name is Riya. I see you may need to make a payment. Is that correct?

CYNTHIA (08:50 am): Hi Riya. I hope you’re having a great day

Agent (08:51 am): Yes, I am doing great! Hope you are too.

CYNTHIA (08:51 am): No I don’t believe so. I’m inquiring if there are any discounts available to current customers since new customers can get ##/month for internet 

CYNTHIA (08:51 am): I pay over twice that

Agent (08:52 am): I can check that for you.

CYNTHIA (08:52 am): I so appreciate it thank you so much

Agent (08:52 am): Just to confirm, is this the correct service address: 

CYNTHIA (08:52 am): It is :)

Agent (08:53 am): Thank you! Let me check your plan details.

Agent (08:54 am): Meanwhile, I am working on getting your plan details. May I know how your day is going?

Agent (08:56 am): Thank you for waiting. I appreciate your time and patience.

Agent (08:59 am): Cynthia, as I have checked your account, I would like to inform you that currently, you are getting the highest internet speed with the Xpro WiFi extender at 1300 Mbps.

Agent (08:59 am): And the plan you are referring to will only provide 300 Mbps speed, which will cost you around $45 a month.

CYNTHIA (09:01 am): Are there any initiatives or discounts available? Quantum Fiber is offering # gig speeds for ##/month for # years

Agent (09:03 am): Checking the same for you

CYNTHIA (09:03 am): Thank you so much…any little bit counts

Agent (09:04 am): Cynthia, meanwhile getting a deal for you, I want to express my appreciation for your kindness in this chat. Kindness is a quality that seems to be disappearing from people day by day. You are amazing for having it.

CYNTHIA (09:05 am): Oh absolutely! I work in customer service too so I understand your position. No matter what happens it’s not your fault. At the end of the day you’re doing a job but more importantly you’re human 🤗

Agent (09:06 am): I am really glad to have a great customer like you and will be doing my best to help you with your concern :) on my end

CYNTHIA (09:06 am): Thank you!! 🙏 

Agent (09:07 am): Yes, I have checked from my end, and the retention team has a deal that will make your bill around $45 per month for 5 years. The best part is that they have specially arranged this for you with no contract. I am now escalating this to them, and after this chat, you will receive an email from them. In that email, you will find the details of the promotion, and through the link, you can update your account and continue your services with us.

CYNTHIA (09:08 am): That’s how it’s done!!! It’s people like you that keep me at Xfinity!

Agent (09:08 am): I hope this sounds good and easy for you!

CYNTHIA (09:08 am): Fantastic job…and it is more then I ever expected 

Agent (09:08 am): Thank you very much.

Agent (09:08 am): Honestly, customers who are patient and cooperative are very few, like you. It is nice chatting with you, and I would love to assist you in the future as well.

CYNTHIA (09:09 am): If I can send kudos to a manager, email, anything Let me know

Agent (09:09 am): I hope you are happy with the assistance I have provided to you during the chat and that you are satisfied with it.

Agent (09:09 am): Can you please do me a favor and let me know if you are satisfied with the resolution I provided to you in the chat today?

CYNTHIA (09:09 am): You have stood out as one of the best interactions I’ve had

Agent (09:10 am): You will receive the feedback page after this chat ends. It's based on the assistance I have provided you today. I have just started my shift, and I want to begin on a good note with you.

CYNTHIA (09:10 am): More than satisfied 

Agent (09:10 am): To provide feedback, please click on the END LIVE CHAT BUTTON, and the feedback page will appear on the screen. I look forward to your response. Thank you!

Agent (09:10 am): Both pages are for me, and your response really means a lot to me.

CYNTHIA (09:10 am): Have an amazing day…you truly made mine already!

Agent (09:10 am): Thank you! Take care, and I will wait for your response.

Xfinity Assistant (09:10 am): Thank you for contacting us.

CYNTHIA (09:11 am): 10

CYNTHIA (09:13 am): Riya blew my expectations out of the water. I didn’t think I was going to get anywhere going into this chat, but did she not only meet my expectations, she far exceeded them. I’ve NEVER had an interaction like that with Xfinity. She needs to train all of your reps

CYNTHIA (09:13 am): Yes

CYNTHIA (01:18 pm): Download transcripts

Xfinity Assistant (01:18 pm): Your transcript download will begin shortly.

Xfinity Assistant (01:18 pm): I can assist you with billing questions. In order to guide you correctly, which bill can I help you with?

Xfinity Assistant (01:18 pm): We ran into an issue while downloading your transcript. Please try again shortly.

CYNTHIA (01:19 pm): Download transcripts

Xfinity Assistant (01:19 pm): Your transcript download will begin shortly.

Xfinity Assistant (01:19 pm): We ran into an issue while downloading your transcript. Please try again shortly.

CYNTHIA (01:20 pm): Download transcripts

Xfinity Assistant (01:20 pm): Your transcript download will begin shortly.

Xfinity Assistant (01:20 pm): We ran into an issue while downloading your transcript. Please try again shortly.

Xfinity Assistant (05:56 pm): Good evening, Cynthia. Nice to see you. I'm Xfinity Assistant, here 24 hours a day for you. Ask me anything, or pick an option to get started. By the way, you may get a quick survey after our chat or by text. We appreciate your input.

Xfinity Assistant (05:56 pm): Good evening, Cynthia. Nice to see you. I'm Xfinity Assistant, here 24 hours a day for you. Ask me anything, or pick an option to get started. By the way, you may get a quick survey after our chat or by text. We appreciate your input.

CYNTHIA (05:56 pm): Download transcripts

Xfinity Assistant (05:56 pm): Your transcript download will begin shortly.

Xfinity Assistant (05:56 pm): We ran into an issue while downloading your transcript. Please try again shortly.

CYNTHIA (05:56 pm): Manage account

Xfinity Assistant (05:56 pm): Your plan includes Internet and TV services.\nYour account number is XXXXXXXXXXXX2618.

Xfinity Assistant (05:56 pm): I can help manage your account, but I need a little more info first. What do you need help with?

CYNTHIA (09:08 pm): Download transcripts

Xfinity Assistant (09:08 pm): Your transcript download will begin shortly.

Xfinity Assistant (09:08 pm): I can assist you with billing questions. In order to guide you correctly, which bill can I help you with?

Xfinity Assistant (09:09 pm): We ran into an issue while downloading your transcript. Please try again shortly.

CYNTHIA (09:09 pm): Manage account

Xfinity Assistant (09:09 pm): Your plan includes Internet and TV services.\nYour account number is XXXXXXXXXXXX2618.

Xfinity Assistant (09:09 pm): I can help manage your account, but I need a little more info first. What do you need help with?

CYNTHIA (09:09 pm): Manage Plan

Xfinity Assistant (09:09 pm): Your plan includes Xfinity Internet and TV services\n\n

Xfinity Assistant (09:09 pm): How can I help you with your plan?

CYNTHIA (09:09 pm): View my plan details

--- Conversation on 06/28/2026 ---

CYNTHIA (01:47 pm): Download transcripts

Xfinity Assistant (01:47 pm): Your transcript download will begin shortly.

Xfinity Assistant (01:47 pm): Good afternoon, Cynthia. Nice to see you. I'm Xfinity Assistant, here 24 hours a day for you. Ask me anything, or pick an option to get started. By the way, you may get a quick survey after our chat or by text. We appreciate your input.

Xfinity Assistant (01:47 pm): Good afternoon, Cynthia. Nice to see you. I'm Xfinity Assistant, here 24 hours a day for you. Ask me anything, or pick an option to get started. By the way, you may get a quick survey after our chat or by text. We appreciate your input.

Xfinity Assistant (01:47 pm): We ran into an issue while downloading your transcript. Please try again shortly.

CYNTHIA (01:56 pm): Download transcripts

Xfinity Assistant (01:56 pm): Your transcript download will begin shortly.

Xfinity Assistant (01:56 pm): We ran into an issue while downloading your transcript. Please try again shortly.

--- Conversation on 07/01/2026 ---

Xfinity Assistant (06:49 pm): Let's get this sorted out. What WiFi Extender issue are you having trouble with today?

Xfinity Assistant (06:51 pm): Let's get this sorted out. What WiFi Extender issue are you having trouble with today?

CYNTHIA (06:52 pm): Troubleshoot internet connection

Xfinity Assistant (06:52 pm): There are no outages in your area so I can help troubleshoot your internet connection.I'll run a few checks on your internet as we troubleshoot. Are you ready to continue?

CYNTHIA (06:52 pm): Yes, continue

Xfinity Assistant (06:52 pm): Can you please tell me the type of issue you're experiencing with your connection?

CYNTHIA (06:52 pm): No internet connection

Xfinity Assistant (06:52 pm): First I'll check the health of the signal to your home.

Xfinity Assistant (06:53 pm): Great news, everything looks healthy on your connection. I’ll keep things moving on my end.

Xfinity Assistant (06:54 pm): Let's get this sorted out. What WiFi Extender issue are you having trouble with today?

Xfinity Assistant (06:54 pm): Let's get this sorted out. What WiFi Extender issue are you having trouble with today?

Xfinity Assistant (06:55 pm): Let's get this sorted out. What WiFi Extender issue are you having trouble with today?

CYNTHIA (06:55 pm): My WiFi Extenders stopped working

Xfinity Assistant (06:55 pm): Let's make sure you're properly set up. Check the following: 1. The first WiFi Extender should be no more than 20-30 feet away from your Xfinity Gateway. 2. Remaining WiFi Extenders should be evenly placed throughout your home in relation to the Gateway, where you need coverage. 3. All your WiFi Extenders are visible and not blocked by any furniture. 4. WiFi Extenders should not be plugged into power outlets controlled by light switches. Power outlets should be active. After you've checked and made any adjustments, are your WiFi Extenders working again?

--- Conversation on 07/10/2026 ---

Xfinity Assistant (05:30 am): Your automatic payment of $110.85 to Xfinity has processed - thank you. Review bill details here: https://customer.xfinity.com/billing/servicesTxtHelpOrStopMsg&DataRatesMayApply

--- Conversation on 07/11/2026 ---

Xfinity Assistant (04:32 am): Good morning, Cynthia. Nice to see you. I'm Xfinity Assistant, here 24 hours a day for you. Ask me anything, or pick an option to get started. By the way, you may get a quick survey after our chat or by text. We appreciate your input.

Xfinity Assistant (04:32 am): Good morning, Cynthia. Nice to see you. I'm Xfinity Assistant, here 24 hours a day for you. Ask me anything, or pick an option to get started. By the way, you may get a quick survey after our chat or by text. We appreciate your input. Additional suggestions and FAQs

CYNTHIA (04:32 am): Download transcripts

Xfinity Assistant (04:32 am): Your transcript download will begin shortly.