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Retention Dept won't honor a confirmed order

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Retention Dept won't honor a confirmed order

I moved on the 1st and had set up my new service two weeks ago. I was supposed to have a self install kit delivered to the new address. When it didn't arrive I called customer service. Since then I have spent quite a few hours on the phone, on chat and even went to a Comcast Store but still have had no luck other than bait and switch offers.


I have my email with the subject "Thanks, here is your Xfinity order confirmation" which lists the offer broken down including tax, government fees etc and with an estimated monthly bill. Despite having it in writing multiple people in customer service tell me there are no deals like that and keep offering me multiple offers for a LOT more money for a lesser package.


I finally got someone in the Retention Department this morning (she gave me the name Kimbriana) who said her supervisor found the original deal and order. She said she would see if they can still honor the package (remember - in writing and confirmed) and would call me back within 20 minutes. It's been hours and no phone call or changes on my account.


I've already spent hours dealing with 7 people so far - the last 3 in Retention (they kept escallating it to supervisors) and I still do not have the promised service 5 days after the promised date. Is my only choice to sit on hold and beg to talk to person #4 in the Retention Department? It's getting mind numbing to be forced to start from scratch every time.

Official Employee

Re: Retention Dept won't honor a confirmed order

Hello, nduke. I can help with looking into that promotion for you. Can you please private message me your full name? Thanks! 

I am an Official Comcast Employee.
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