Free watch - Xfinity agent misleading ( scam ) - back at it again

December 02, 2024.
Bottom line: Is there any other thing we can do about this practice? Agents are following prompts to make customers think they're getting something for free, while in reality charging MSRP & service fee. I saved screenshots of the transcript and a text file.

I talked with an agent through xfinity assistant chat to update my autopay method because I was getting an error when was doing it myself.

After successfully changing the payment method, I got a prompt from the agent (below), that looks as if my monthly bill is not changing. So I figured that the watch isn't free. sold at $14.88/mo plus $10/mo for the watch service fee. I asked to transfer to the supervisor. After back and forth with the agent, he/she transferred to the supervisor, Varun. The supervisor just brushed the whole situation off. Also lied that he is going to"... quickly highlight your concern with the dedicated team." Meanwhile, upon me pressing on the details behind this team, Varun said there is no team. Varun corrected that "I will highlight your concern so that our seniors can look into this issue and ensure it does not happen again with any other customer."



Similar has been happening for more than a year to other customers.
May 2024 post: https://forums.xfinity.com/conversations/devices/promised-a-free-watchthat-was-a-lie/664409e8372cab2c67f874fe
Jan 2024 post: https://forums.xfinity.com/conversations/plan/edited-free-watch-and-never-agreed-to-a-plan-change/65ac77a1ed17eb490b56e1d1
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Initial prompt from the agent:
Along with being a Samsung user, you will also receive the highly sought-after Watch. You will be able to pair it with any of the active lines associated with your account. The best part is there is no need to add any additional line to pair or activate the watch, and you will be able to access all cellular features, such as calling, texting, and using data on your smartwatch. Your bill will also remain at $65 plus taxes and fees.
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Early part of my transcript:
Me:"what do I need to do to receive the watch?"
Agent:" Let me share the secure link with you in which you need to share some required details, like SSN & DOB and please be assure your information is masked and secure."
Me: "you did not send any details about the promotion; promo ID, expiration date, requirements. what do I need to do to get the watch?"
The agent send me a link to fill out my SSN and other personal info.
Me: "simple question: is the watch going to be free? if so, what do I need to do to get the free watch? otherwise, I don't need it"
Agent: "In order to proceed with further details the account need to be authenticated with required details and it needs to enter to the secure link as the Xfinity follow these steps."
Me: "I don't have anything to trade in, don't want any new lines"
Agent:" And Victor, please be assured that the watch will be included in the total monthly mobile bill of $65/mo + taxes and there will be no additional charges more than that."
Me:"that's mobile bill? why is it 65? it should only be $40"
Agent:" Let me explain to you Victor. Victor, I would like to inform you that along with the watch you will get additional benefits as well like additional data with 30GB high speed 5G data with free call pass towards Canada & Mexico without any hidden charges."
Me: "again, my monthly bill is supposed to be $40.and you're saying free watch, correct?"
Agent:"And after adding the watch and upgrading the account in new unlimited plan the bill will be $65/mo + taxes which includes 3 Unlimited lines + monthly promo credits of BYOD promotion and BOGO promotion and a watch which will cost you of $25/mo which includes $14.58/mo for device payment and the $10.00/mo for watch access fee to access the cellular services and you will be able to use the cellular services on watch as well. The watch will be included in the total monthly mobile bill of $65/mo + taxes."