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user_vziqf9
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Sunday, November 12th, 2023 6:19 AM

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Xfinity Agents not honoring offered promo

I recently started a chat with xfinity agent about my bill increase without notification. Towards the end of conversation they preceded to offer me a great dea that including signing up for xfinity mobile. I relayed to the rep that I had recently had an eye trauma and needed a little time to review all the details; as it was difficult for me to read at any fast rate. I was assured that the prom would not change and that I had atleast 72 hours. I was actually told this by two diff agents at separate times. Same price. But I was hesitant due to the fact that they wanted my full SSN And DOB. Yet promised they would not be running a credit report. Seems odd to me, and insecure. Anyways when I decided to make the switch and take their offer, the price increased. I even recorded all transcripts and copied and pasted what I was promised.. I was still told that was a mistake(on both of the previous agents  part). Unbelievable. Even the email with the link for the promo says the link is good for 72 hours. It is not. 

Question

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Updated 

1 year ago

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XfinityThomasB

Official Employee

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1.9K Messages

2 years ago

Hello @user_vziqf9

We do apologize that you were having this eye trauma at the time you selected your package. Could I please have a little more background on the issue? Is that there was the confusion related to that 72 hour window? Thank you for all of your time and patience. 

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user_vziqf9

2 Messages

@XfinityThomasB​ 

Thomas, thank you for your reply. I woukd be glad to elaborate. And no, the 72 hour link is not one of my main concerns. For starters, I was extremely careful and specific when asking about changing my plan and possibly adding a mobike plan. The Agents responded just the same; very specifically regarding what my bill would be. If there would be a contract or not, how long it would last and what stipulations there were etc…. But then the agents starting changing what they said, at times they would even completely lie to me and then contradict their own statements within a matter of seconds.. I also had one agent try to persuade me by telling me that giving them my full SSN & DO. was a national/Federal Law(verbatim). And yes, this is ALL in the recorded transcripts. The last agent I spoke with only tried to get me to agree to a higher price, Dayi g tgat the previous two agents BOTH had made an error and they would not honor the promised and agreed upon price; even after I forwarded the transcript stating exactly what I was told. I’m dumbfounded how a company who is obviously trying hard to grow and compete on such a large and national level, could allow customer service to fall so short why would a promo not be honored when undeniable proof is presented? And why would a “customer service agent” push so hard for a change in a plan as to actually blatantly lie and fabricate “National/Federal Laws”? That to me does not at all sound like the demeanor of a customer service agent. 
   Does that explanation help you to understand my position? And my concern with your company as a whole?

I woukd be gkad to forward the transcripts if necessary.

1 year ago

0

XfinityVictor

Official Employee

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1.3K Messages

@user_vziqf9 Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

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1 year ago

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