2 Messages
Xfinity Chat Assistance
Last week I tried reaching out to see about changing my plan due to some promos dropping off. I was not able to speak with anyone and was put into the chat system. I explained that I could not afford the proposed price increase and wanted to see what i could do with my plan. After about an hour plus the representative told me I could keep the plan I had and get a free smartwatch. The total monthly cost on my plan was to now be $160 and the plan was for life. The catch was that i had to supply my social security number in a link that they emailed me. I could not provide what they were asking for and finally after about 2 hours, they changed my plan but it only lowered by about $13.
Over the weekend i past by an Xfinity store and decided to stop in. They informed me that it was more likely a scam that the Xfinity Representative was trying to pull on me and there was no offer like described to me. The Store associate did change my plan back to what it was before my promos dropped.
As I continue to keep thinking about this, I am still mad. Mad about the fact that Xfinity was trying to run a scam on me. Mad about the fact that I could not get that offer without providing my SS number.
Is this a normal practice for the Xfinity Chat Assistance?
XfinityJamesC
Official Employee
•
2K Messages
1 month ago
Greetings, @user_em96jz! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this chat interaction. You have definitely come to the right place for assistance.
We do have a few Xfinity Mobile tablet and smartwatch promotions that would include monthly credits on your bill when you add a new line of service, so that may have been what the chat representative was referring to, but we can take a closer look at the interaction and see if there were any issues that need to be addressed.
If you could please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
2
0