2 Messages
Xfinity [Edited] me over
[Edit: Language] I just wrote a long post and there us issues of course they don’t want to here feed back. Please be aware anyone that is asked to change your xfinity service once you do you can’t go back. I changed my plan in September and the lady who changed my plan [Edit: Language] over. My account is now twice as much than she said it would be and she killed my home security without my knowledge. Nothing was supposed to change and now xfinity won’t do anything to change or help make right. I have been a loyal customer for over 8 years with all service and I got absolutely [Edit: Language] over with no help in site thank you xfinity
XfinityBradM
Official Employee
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649 Messages
8 days ago
Hey there, @user_vm5gtn. We understand there are a lot of moving pieces when it comes to making a change to your account. That is why we've come up with the customer approval process. Agents are unable to make changes to customer's accounts without an authorized user's permission through a text or email form that is reviewed and then filled out and approved. Within those approvals are all of the account change details and if the order is agreed upon, even after a potential miscommunication, we were authorized to make the change. There are times when we can bring an account to a previous plan if we still have access to the billing codes, however, with new plans and changes over the years, some plans are grandfathered and are not able to be recovered once a change is made.
To make a change with your existing service be sure to check out our plan builder. Once the page loads you'll want to locate the sign-in button under the text box to add in your address. That will ensure your account is provided with the options it is eligible for.
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