Xfinity Not Honoring Chat Offer

This is the third time I've entered this post because the first one errored our and I now have to rewrite it. I am not too thrilled with Xfinity tonight as you will see why and this just adds to it.

I was promised a better price for my bill through chat and the email with the new bill never came although it was promised on 24 hours. A few days later I chatted again and I was told that deal isn't available and I would have to wait another 2 weeks to chat again and maybe get a better deal. They also said the other agent fave me bad information.

I am really looking to direct message someone with my details so I can have my chats reviewed and my bill resolved.

Responses

XfinitySara

Official Employee

•

1.3K Messages

27 days ago

Hello, @user_55bci4! Thank you so much for taking the time to create this post about your recent chat interactions and billing concerns. I'm sorry to hear about the trouble you've had locating a plan that fits your needs, and I'd love to see what our Digital Care Team can do to help! You've come to the right place because we're the best at reviewing options and resolving issues as quickly as possible. And while we'd like to ask you a couple of questions before taking this into a private chat, we know your time is valuable. Thanks for working with us here to benefit as many in the community as possible!

To confirm, have you checked out our Plan Builder by chance? You may also try shopping Xfinity Deals online (just make sure to click "Sign in here" first) or simply log in to My Account and you can manage your services that way! We recommend starting online if possible since some promotions are exclusively offered online-only :) Otherwise, our team typically has access to the same options you see while logged in to your account. And keep in mind that you don't always need to make any "changes" other than selecting the same service(s) you already subscribe to, in order to see any applicable promotional rates being offered. You may just not see the total estimated monthly bill until you proceed to the order summary (before approving any changes and placing your order). Please let me know if this helps!

user_55bci4

2 Messages

@XfinitySara

This issue is not that I can't find a deal or promotion but I was told by a chat agent what my price would be and that it would be presented to me within 24 hours. So what I am looking for is someone to review my chat logs and do the right thing by honoring the adjustment. Xfinity totes the ability to listen to their customers and show integrity by "making things right" when they fall short so my request is my situation be reviewed and made right. I do not feel like a valued customer when a representative offers something that I agree to then days later I am told that person did something wrong. In short, I was told my pricing would be close to what it was prior to a $25 price hike for my same services. When I chatted last night I was not helped and told I couldn't get that because of their system. They then transferred me to a Supervisor where I sat in a queue that never changed and at that point I was chatting for 2 hours. Then when I tried to find another agent the system said an agent had joined but nobody every said anything or responded to my questions.

27 days ago

XfinitySara

Official Employee

•

1.3K Messages

@user_55bci4 - I do understand your concern. And I appreciate you making an effort to reiterate your feedback! We always want to make sure that you've tried every self-service option available to you just in case a previous plan that was discussed is there for selection. Escalating your concerns wouldn't be necessary if you're simply able to repackage right in My Account to the plan you wanted! However, based on what you've provided, it does sound like it would be best for us to take a closer look and see what can be done to resolve this to the best of our ability. Could you please send our team a direct message to continue?

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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27 days ago

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Xfinity Not Honoring Chat Offer

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