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user_64hkt5
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Friday, November 8th, 2024 2:09 AM

False Promises and Lack of Support for New Customer Promotion

I’ve been dealing with an incredibly frustrating experience with Xfinity over the past two months due to what seems like false promises to incentivize new customers. When I was considering switching to Xfinity from T-Mobile, an Xfinity agent assured me that I would receive a $500 credit per line to help cover the cost of my old carrier. This promise heavily influenced my decision to make the switch.

However, as my bill is now due in just three days, I recently discovered that the promotion I was offered was not even valid. Over the last two months, I’ve spent countless hours on the phone with Xfinity support, only to be put on hold or disconnected without any resolution. No one has been able to offer any clear answers or assistance, and I feel completely ignored.

This entire experience has been nothing short of disappointing. I expected better from a company like Xfinity, and I feel like my trust has been violated. I urge Xfinity to look into this issue, honor the original promotion I was promised, and make this right.

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XfinityShawn

Official Employee

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1.1K Messages

26 days ago

@Prialmeida My team can help you with your mobile concerns today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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user_64hkt5

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For nearly two months, I have been calling Xfinity every day, only to be placed on long holds or disconnected with no resolution. These calls, often lasting over an hour, have negatively impacted my ability to work full hours and manage my daily responsibilities. The repeated calls and constant back-and-forth have not only affected my financial situation but have also added significant mental and emotional stress. It’s deeply disappointing to feel that my concerns are not being taken seriously and that I’m not receiving the support promised by Xfinity.

This experience has had a major impact on my financial and mental well-being, and it’s discouraging to see Xfinity ignore the situation instead of prioritizing customer support. I urge Xfinity to take immediate action to resolve this issue by honoring the original promotion I was offered. It’s essential that Xfinity recognizes the burden this situation has placed on my life and finally provides a solution to fulfill the promise that influenced my decision to become a customer.

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26 days ago

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XfinitySara

Official Employee

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1.3K Messages

6 days ago

@user_64hkt5 - Thank you again for taking the time to reach out on our Xfinity Community Forum for assistance with your Xfinity Mobile promotion concerns. It took a little time, but I now see that the tickets we submitted on your behalf to our Mobile Escalations team are in the resolution state. Notes reflect that you had a few communications with them, and credits were applied after thorough review of your account and contact history. Everything is looking much better now! I just want to thank you for your immense patience throughout this process, and for giving us the opportunity to facilitate communication with the proper team. Please don't hesitate to create a new post should any other questions or concerns arise, and we remain right here, ready to help however we can :)

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