Visitor
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2 Messages
wanting SSN, IMEI & current number for a "price lock"
I just got off of Chat with an Agent, looking to see what prices are for just internet, because we don't use the TV portion of our package. The Agent was really pushy about adding on Mobile and I stated clearly that I wasn't going to make any decisions until I spoke to my husband (he would be back in a couple of hours and I had stated that). The person proceeded to send me a link to a "secure site" to add in my husband's SSN and DOB. I wasn't comfortable doing that and I said that to the Agent. The Agent then proceeded to tell me they would wait on chat until my husband got home and I could talk to him. I said I would just hold off on the Mobile for now and asked for a third time what the internet packages are right now. The Agent proceeded to tell me they needed my IMEI and phone number to "lock in" the offer. I once again said that I would wait on Mobile and the Agent pushed again for me to add Mobile and saying they couldn't lock in the offer (after telling me they would lock it in for 7 days - but they needed this information first). I saved the chat via copy and paste and I know that management would be able to access the chat log to verify everything that I'm saying.
Comcast has become too intrusive with what they want to know. You all know so much about me already. The only reason why anyone would need the IMEI and phone number is to transfer service.
I was able to catch on to what the Agent was doing, but I feel terrible for the other customers that don't realize what's actually happening. There was not going to be any sort of "lock in". It was Comcast wanting my information to switch me to them and then realize it later. I'm truly flabbergasted at the entire chat this morning.
At the end, I finally did get the internet prices, with yet another push for me to join Mobile.
Moral of the story - try to get off Comcast as soon as possible because their Agents just want more customers to fill Comcast's bank account.
DaveO3
Problem Solver
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772 Messages
2 years ago
You should be able to get a 12 month or other price lock on your internet by logging into your Comcast/Xfinity account ONLINE and manage your internet account, and so on. See what is offered.
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JM89
Visitor
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2 Messages
2 years ago
I had tried online first. It only showed upgrading services and not allowing me to remove TV. When I logged out and tried as a "new customer" it needed my address and then told me there was already service therefore I had to log in to see any prices. Which brings me back to only being able to upgrade.
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XfinityBillie
Official Employee
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3.3K Messages
2 years ago
@JM89 I'm truly sorry to hear of this experience! It is never what we want for our valued customers. I would love the opportunity to look into this further and make sure that you have the best available offer for the services you have. To get started I'll need you to send me a DM with you full name and address to Xfinity Support.
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, the account holder name (if different), and the service address alongside a detailed summary of your request/question.
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