Visitor
•
1 Message
Told to pay more per month to fix Xfinity's mistake
Dispute Description
Two agents misled me via the Xfinity chat on 7-21. The agent, Gokaran, offered me a price discount and I accepted. The agent failed to inform me during the chat that my internet speed would be lowered from 1Gb to 300Mb. I did not discover this until reading a conformation email two hours later.
I went back to Xfinity chat right away and was informed by the agent, Rajni, that he would cancel the order because "it is still pending." Without my permission, my modem rebooted twice during the chat. I concluded the chat believing the dispute was resolved, but I soon realized that the agent had not canceled the order, but had mistakenly activated it during the chat. After this chat, I logged into my account and realized that Xfinity had reduced my internet speed to 300 Mb. I also verified this by a speed test. Assuming it was a regular cancellation procedure, I waited until the following day and checked once more. My internet speed was still at 300 Mb.
Xfinity Dispute Resolution Attempts
numbers called
215-655-1700
877-201-3631
888-565-4329
800-934-6489
215-640-8960
Despite having had over 12 mostly positive conversations, I keep hearing that I'll have to pay $10-$25 more monthly and forfeit my price lock to rectify the deceptive internet price offer and mishandled cancellation request. It is not acceptable to pay extra each month to fix errors and fraud committed by Xfinity agents.
Medicare mistakenly issued a notice to all medical recipients in California, stating that they had automatically re-qualified for the ACP program.
I utilized the Xfinity chat service to verify the notification I received from MediCare and explore the potential to decrease my monthly bill.
On Monday 7-22, I called MediCare and was told the notice was an error.
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called/callback on Monday 7-22 @ 4:33 from Xfinity Tech Support 800-934-6489
I experienced over 36 minutes of frustrating interaction with an
argent who repeatedly mentioned upgrades and promotions, even after
being asked to use the word dispute and refusing to do so. He kept
insisting that I would have to pay $20 I then spoke to a supervisor.
The conversation was identical to the unacceptable solutions offered
by the first agent.
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called on Tuesday 7/23 @ 12:09 AM PST 215-665-1700
Osha - Customer Experience Department
Osha, in my opinion a very good support representative, listen to my
dispute, clarified and documented my experience; including names, dates
and times.
Osha said she will escalated my dispute to the "Executive Level".
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call back on Tuesday 7-23 @ 1:49 PST
Tahera - Customer Experience Department
Tahara called and wasn’t aware of any details of my dispute. She said
she would need to go over the details of my dispute and investigate.
Tahara said she call would call back tomorrow and would leave a message
and a call back number if I don't pick up.
Tahera Didn't call back.
Tahara did call back on Wednesday 7-24, after I called Customer Experience
for a second time. She had no solution to my dispute. Again, repetitious
mentions of no available plan promotions, instead of addressing my dispute.
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call on Wednesday 7-24 @ 2:49 PM PST 215-655-1700 Call time 51m.
Mitch (?) - Customer Experience Department
This agent was less courteous and less efficient. She reluctantly appended
notes to the original escalation that Osha had recorded.
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call on Wednesday 7-24 @ 3:54 PM PST 844-335-8719 Call time 1h 33m.
? - The Customer Security Assurance
I do not recall whom I spoke with. I had called the Fraud Department once
before concerning a fraudulent offer for mobile services. I was offered a
free phone, but was billed for it as it was not an offer at the time. The
department found in my favor and removed the charges from my account.
I spoke with a woman agent who was very pleasant. She took my dispute
information and said she would escalate it. I never heard back.
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call on Friday 7-26 @ 12:03 am PST 800-266-2278 Call time 40 min.
Erbz- Loyalty Department
Very pleasant, professional agent. He tried very hard to resolve my
dispute and get me back to my original internet plan. He could not
make that happen. I needed to increase my internet speed; could not
wait any longer. He came up with a package; $80/mo 800 Mb and $40 credit.
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call on Fri. 7/26 @ 1:26 PM PST 888-266-2278 Call time 46 min.
LA (?) – Xfinity Store
LA (?) After much back and forth came up with similar package to my original
plan for $80/mo 1Gb.
Upon receiving text verification, it was $90/mo. I declined the offer.
She said she would pass it to Technical Repair Team upper management.
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Condensed Xfinity Chat Script Sunday 7-21
BRADLEY (08:50 pm): acp credit
Agent (08:52 pm): Hi Bradley, thank you for contacting Xfinity.
My name is Gokaran. I see you may have questions about your bill. Is that correct?
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Agent (09:06 pm): I am sharing a deal now
Agent (09:07 pm): I have a deal in whcih you will get connect more internet with rented modem + additonal you are getting and smartphone as well in this deal with new sim ,.Your estimated recurring monthly bill will be $41 /mo with everthing with checking autopay (no extra for mobile , we are just adding it for mobile discount of 40$/.mo )
Agent (09:07 pm): Sounds good ?
Agent (09:08 pm): Kindly ignoe the deal
Agent (09:08 pm): Let me share the another deal .
Agent (09:09 pm): Your estimated recurring monthly bill will be $35.00. with checking autopay I have a deal in whcih you will get connect more internet with your own modem .
Agent (09:09 pm): Sounds good for this deal ?
nullAgent (09:10 pm): You are welcome , i tried my best to find it for you now .
nullAgent (09:10 pm): SHall I share the consent on number [Edited: "Personal Information"]
nullAgent (09:10 pm): Thanks
Agent (09:11 pm): And I would like to thanks to you for being so kind to me while on chat with me :)
Agent (09:11 pm): I have shared the consent on number [Edited: "Personal Information"]
nullAgent (09:11 pm): Please check and approve it
Agent (09:11 pm): Thank you so much ð
Agent (09:12 pm): Once approved kindly let me know before the consent link gets expired , so that i can share the cofnirmation number as well
nullAgent (09:13 pm): Thanks for the approval. Your order number is XXXXXXXXXXXX2020
BRADLEY (09:21 pm): exit
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BRADLEY (10:07 pm): Chat with an agent
Agent (10:07 pm): Hi Bradley, thank you for contacting Xfinity.
My name is Arpit. I see you may have questions about your bill. Is that correct?
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Agent (10:12 pm): As you are having issue with your internet speed then in this case, I am connecting you with the dedicated internet repair team and they will help you in this case
BRADLEY (10:13 pm): No it was an unexpected plan change
Xfinity Assistant (10:13 pm): Your plan includes Xfinity Internet service.\n\n
Xfinity Assistant (10:13 pm): How can I help you with your plan?
Xfinity Assistant (10:14 pm): Thank you for contacting us.
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Agent (10:55 pm): Thank you for choosing Xfinity. Have a great day!
BRADLEY (10:18 pm): Chat with an agent
Xfinity Assistant (10:18 pm): OK. I'll put you in touch with a live agent now.
Agent (10:18 pm): Hi Bradley, thank you for contacting Xfinity. My name is Rajni.
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I see you may have questions about your bill. Is that correct?
nullnullnullAgent (10:47 pm): I understand you want to get Gigabit plan and I see the order is still in pending status so if you would allow me I
can help you to cancel this order and you will go back to gigabit plan which you had.
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nullAgent (10:48 pm): You're welcome.
Agent (10:49 pm): Please allow me 2 minutes I will help you to go back on your previous plan and will also add detailed notes on your account so
that you will not face any issue in future.
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nullAgent (10:51 pm): Thank you for your cooperation.
Agent (10:52 pm): I have successfully cancelled the pending order for you now you have Gigabit Internet plan on your account.
nullAgent (10:54 pm): You are most welcome.
Agent (10:54 pm): Is there anything else I can assist you with today?
nullAgent (10:55 pm): Thank you so much.
Agent (10:55 pm): Thank you for choosing Xfinity. Have a great day!
nullXfinity Assistant (10:55 pm): Thank you for contacting us.
No Responses!