Terrible Customer Service Experience

I spent 4 hours being ping ponged between mobile and internet chat agents trying to resolve a billing issue. I was offered a bundle deal for internet and ipad on 12/04/24 and I agreed and signed the agreement but somehow it was never processed. Here is the deal:

Agent (11:29 pm): Stephen, I have checked your account and I would like to inform you that I can help you solve the over data usage issue and also help you lower down your bill to $60/ month.

Agent (11:29 pm): Shall I share the details with you?

nullAgent (11:31 pm): Xfinity offer you internet speed 500

MBPS with unlimited internet data + Apple iPad 10th generation with unlimited data + prorated current bill + discount bill for the 24 Months and total bill is $60/month after all taxes and fees and autopay

Agent (11:31 pm): In this deal you will get services along with a new IPAD for you

Agent (11:31 pm): Sounds, amazing right!

nullAgent (11:32 pm): So, do you want to proceed with this deal?

Ofcourse I agreed and signed the agreement and was sent an Ipad. When my bill showed that I owed $76 and change and I was still on a limited data plan I went on the app and tried to resolve the situation this was a month ago around 12/20/24 I was assured that the situation had been resolved. This brings us to today, I received a text saying I had used 75% of my data but wait don’t I have unlimited data? Sure enough I check the xfinity app I’m still being billed $76 and change and I’m still on a limited data plan. I go on the app and try to resolve the situation I started this at roughly 2:30 pm today and ended the conversation at 7 pm. The conversation ended with the xfinity customer care agent questioning my honesty. I told her I had downloaded the transcript and I could tell her specifically what it said. Apparently a signed agreement with Xfinity means nothing unless it’s clearly in their favor.

Responses

XfinityKei

Official Employee

•

1.2K Messages

6 hours ago

@user_gjn7zc Thanks for bringing your mobile concerns to our attention. I’m sorry to hear of your ongoing bill concerns. I know how important it's for your bill to be exactly what it says in your contract. I understand that you were unable to reach a resolution with customer service. Have you had the time to reach out directly to our mobile team at 1-888-936-4968 or through chat at xfinity.com/xfinityassistant/?channel=xMobile?

user_gjn7zc

2 Messages

@XfinityKei I spent several hours in chats and on the phone with xfinity mobile agents and xfinity internet agents. Transferred back and forth, with my honesty and understanding of the agreement questioned each time using words like I can see your perspective or your side. The agreement/offer for the bundle deal of internet services and an ipad were clearly laid out and I downloaded the transcript. All I want is for Xfinity to honor the deal that they offered and I agreed to. I was so frustrated after 5 hours of this that I said I would rather cancel my services than continue to be subjected to such terrible customer service and efforts to bait and switch and avoid doing the right thing. Five years of being a good customer with an account in good standing, to 5 hours of a horrible customer service to 5 seconds that it takes for an agent to disconnect my service instead of honoring an agreement. Now I can’t even get through to talk or chat with anyone. Got a notification when I tried to open a chat last night that there were no agents available to speak with me, and the virtual assistant can’t do anything to fix this problem. The whole day yesterday it was like the right hand doesn’t know what the left hand is doing and no one wanted to be part of the solution. I will try to call again but the problem is that mobile care team can’t do anything about honoring the internet services plan if I talk to them they’ll just transfer me back to internet services.

44 minutes ago

XfinityKei

Official Employee

•

1.2K Messages

@user_gjn7zc

I'm sorry to hear you've attempted multiple times to get your mobile plan honored. You're in the right place for resolution. Can you please direct message me your first and last name along with your full service address so that I can assist
Here's 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 "New message" (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

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35 minutes ago

Customer Service

user_gjn7zc

Terrible Customer Service Experience

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