6 Messages
Misleading info about BOGO line deal
I called in October to cancel my cable TV services. While doing this the agent asked about my mobile service, which I had at Verizon at the time. She informed of the BOGO line promotion for new customers. My phone and my daughters was paid off so I knew I could switch. I agreed to do it because I would save me over 100$ a month. She also informed me I would a 20$ discount on my internet service that I was keeping. So of course I went for this deal. When my first mobile bill came out, the discount was not there. I called and spoke to an agent (male) and was told that before the bill was actually automatically paid the discount would be there. The first bill was paid and there was no discount. I called again and spoke to a different agent (female) and was told that I had to pay the first bill in full and the discount would be there on future bills. She said she could see on the account that I was supposed to be getting the discount. (completely different than what the first agent said). She said that the discount would show up around 1/7 or 1/8 before that bill is to be paid on 1/12/2024. I called today 1/9/2024 and was told that I could not get the BOGO line promotion because I was getting the 20$ discount on my internet and it would not let them apply the other promotion to my mobile billing. This is the third different answer I have gotten. The agent that signed me up and transferred my service never mentioned this.. She in fact knew I would be getting the discount on my internet and told me she signed me up for the BOGO line promotion. How was she able to sign me up if the agents now can't? OR did she know at the time she would not be able to and did not do it but led me to believe that she did? I am very upset at this point. Something needs to be done about agents that do not know what they are talking about or are just misleading for the sake of making a sell. I am seeing the other post on the forum about the same thing so I am not the only one. Xfinity should honor what is being told the customers by your hired agents. The agent I spoke to today did apply a 30$ credit for this month while he tried to figure out what to do. This is not good business practices at all. I will take this to the BBB if I need to. The only thing that will make this right is if the discount is applied for the 12 months like I was told it would be by 3 different agents.
ACommenter1
New Poster
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2 Messages
1 year ago
An internet search shows that MANY people are experiencing the same exact issue. This isn't coincidence, it is clear that Xfinity offered a deal that they are not honoring. Support has been told that they can't apply the discount.
I have spent 10hours+ over the last 4 months trying to solve this issue and have transcripts and other records that indicate I should be getting the BOGO ($30) discount. They even called and apologized several times for the snafu and applied the discount, assured me the matter was fixed, yet I've been experiencing the issue again on my last two monthly bills.
This number of people with the same complaint make a strong case that Xfinity knowingly is continuing a deceptive practice, and I'm confident unless they address this a sizable legal penalty will be levied (by CFPB and/or FCC).
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user_acrk3a
1 Message
1 year ago
I had the same thing happen to me. I'm surprised to see that they've scammed so many people.
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user_tyaphs
1 Message
1 year ago
Similar scenario here. I was told that I would have both the BOGO line deal and the $20 discount bundle deal. The bundle discount is supposed to apply as long as I have both internet and mobile services as a baseline standard
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marisavk
Visitor
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2 Messages
1 year ago
Same happened to my husband and I beginning of January. BOGO but then got the run around at the corporate Xfinity store we went to when our bill did reflect it. Went to a franchise Xfinity store who said the corporate store messed up. Corporate store won't admit to it so no BOGO being applied to our bill. Been an Xfinity customer for years. Thought the BOGO would be great. Nope. No more Xfinity when the contract runs our at the end of the year.
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user_slr22s
1 Message
11 months ago
Same thing here. I would be really interested to participate in a class action suit. We should also gather others affected by posting about this on social media. Here my story:
I have added 2 lines to my account under the BOGO (buy one get one free promotion) in December 2023. However, I was charged for both lines (so $30 extra per month). I have called many times (spend more than 10 hours with support) and was told by at least 3 agents in total that they fixed the problem. (I have recordings for some of the calls). But the next billing cycle I was charged the extra $30 again. This seems to be a large-scale scam by Xfinity.
After more than half a year I have given up and wanted to cancel the extra line. However, there is no option to cancel a line. The only option is to transfer a line to another carrier. So I bought a plan with a different carrier and transferred the number out. It successfully moved to the other carrier and I’m using it there. (Took me 3 attempts, since the Xfinity system is carefully designed to make this process as confusing and difficult as possible). However, even though I'm using this number with a different carrier now, it still shows up in the Xfinity account and they are charging me for it. Instead, they canceled another line on my account tied to a device. This means that my main cell phone number is now out of service and I no longer get device credits! I called to fix it, but after being on the call for an hour the call just dropped and they never called me back. Called again the next day, after more than another hour in line, they asked me for another $25 to reinstate the line they wrongfully canceled. Having no choice, I agreed but as of now the line is still not reinstated and they are still charging me for the extra line whose number I'm actively using with another carrier!
I am seriously considering to take this to court since there has been so much malpractice on Xfinity’s side which I just cannot image being legal.
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