U

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1 Message

Tue, Sep 14, 2021 7:24 PM

Xfinity Trap in the name of 'Reward'

I have Xfinity Internet+ Peacock TV and Xfinity Mobile services. Few weeks back I received email from Xfinity, which mentioned that I am customer for more than 5 years and eligible for rewards. I signed up for the rewards, most of them offered to me are junk except for a $50 Visa card. I redeemed the visa card, when I redeemed I received a message that reward is redeemed. 

Since last week, I started receiving email from Xfinity that My service plans have changed and I have to approve the new bill and service changes. I called customer service and told them that I have not initiated any changes to my service plans. They mentioned, they could not figure out why I got the emails and asked me ignore them. 

Couple of days later received emails, with future bill almost doubled. I called the customer service again, they told the same thing was asked to ignore them and they told have fixed the issue of system generating those emails. 

Yesterday, again received the emails, this time they are trying to add services which I have not requested (Free for a month, but will be charged after a month). I called the customer service again, this  time talked to manager, she mentioned that since I redeemed the reward, they are changing the services and I have to approve the new changes, I disagreed to approve to new services, since I have not initiated and I don't want those channels.  Issue was escalated and transferred to another person, who said he will resolve and he mentioned issue is resolved and I asked them to close my reward account, I don't want these rewards.  He mentioned everything is resolved and service plans will not be changed.

This morning I received email again with subject: IMPORTANT – Your bill has changed. In the details, they are trying to add the service again. 

I have wasted hours of my time talking to these people, not resolved yet.  Frustrated, I regret redeeming that $50 reward. It is a trap to add services in the name of reward. 

Had they clearly mentioned it is 'promotion', not a reward I would not have redeemed it.  But they trapped me in the name of reward.

Responses

Official Employee

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146 Messages

7 d ago

Hey @user_c23324, thank you for reaching out to Xfinity Support on our forums. Xfinity Rewards is not related to any plan changes. When making any changes to the billing, a complete breakdown of the changes, onetime charges, promotional terms, and total bill amount will be presented and has to be approved by you before we can enter a order. I can certain check to see what is going on and help with the account. Can you send us a direct message so I can help? You can send one by clicking the "message" icon in the upper right corner of our forum page by the alerts icon. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

Official Employee

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146 Messages

7 d ago

Hey @user_c23324, thank you again for taking the time to work with us today. I'm glad we were able to get the subscription issue fixed. I hope you have an awesome rest of your night!

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