"An agent called me to save $60 on my wifi, but instead executed an unauthorized plan change, deleted my legacy X1 Premier Pro + DP package, and downgraded my speeds without consent. I need an escalation to Corporate Customer Solutions to restore my pricing and channels." [1, 2, 3]
XfinityRichard
Official Employee
•
3.5K Messages
2 hours ago
Hi there @user_4wbna3 , I'm very sorry to hear about this experience. I can certainly understand how frustrating it would be to discover that changes were made to your services after a call that was presented as a way to save money. I'd be happy to help get this reviewed further. Please send us a DM with your full first and last name and your complete service address so we can securely access the account and review the unauthorized plan change, the removal of your legacy X1 Premier Pro + DP package, and your concerns regarding pricing and channel lineup changes. Once we have your account information, we can take a closer look and determine the appropriate next steps for escalation. ❤️
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
You must use the primary Xfinity ID
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