4 Messages
false advertising my $55 plan I just signed up for is really $154 and no one will help address this
My plan in Dec 2024 was $55 for internet and TV. Pretty good. However my term was expiring so since I couldn't call in I chatted. Agent told me we have a promotion. I can keep your plan at $55 and you get an iPad for one year. "Really" I said? It sounds too good to be true. No he explained via chat you will get a discount of $40 on the plan and keep your 300 MB speed with internet all for $55 a month. Then after signing the agreement and receiving the email for internet it was not $55 but was $80 and no discount. Then later I found out that I was going to be billed additionally for a mobile line for the iPad of $55 plus no discount. I never agreed to a mobile account. Now I have bill for $99.23 and I see I have another bill due later this month for mobile for $55.xx. I never knew I was going to get 2 bills. I won't bore you with a play by play here but over the next few weeks I went between chat and live agent calls each telling me this is internet I can't help you and transfer me to mobile. Back and forth talking to agents and supervisors. Then they told me I could return the iPad to a local store. Oh I said I should of done this a while ago. That didn't go well either after explaining my situation at the store to 3 different agents and a supervisor they said there is nothing you can do but go back to chat we can't help you. Oh and by the way when you signed a new contract with one of those agents a few weeks later after your initial signing that is why you aren't getting the $40 discount because you started a new plan and the line you added is part of the old plan so if you want the discount you have to add another line. I said what would you do if you had a plan for $55 and now are paying almost $160? He said your plan was never going to be $55 that was an expiring promotion and I said I get that but the other agent promised me that price or I never would have signed the new contract. I would like xfinity to be honest and say I can't get you your old rate of $55 but we can do a higher price or get a lower speed. Not charge me 3 times what my bill was. The store won't take the iPad back and said that it is past the date to return of 14 days. I need someone at xfinity to help me out here. I also asked if I could get a veteran discount to help and they said you have to do it via chat they couldn't help at the store. This is very frustrating. Can a real agent that can talk with mobile and internet help me? At this point I just want to disconnect everything. I have spent hours of my life and many wasted days I'll never get back.
Accepted Solution
user_14yipv
4 Messages
28 days ago
This was finally solved. The agent brought me back to what I had with just a $5 bump. So now I have internet only as I had before for $60 a month. They took the Ipad back and cancelled the mobile service. I have a two year contract rather than 1 and my autopay is now from my bank. So a win win. It just took way more time than I wanted. From now on I'll stick with just the internet which is all I wanted.
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XfinityJorge
Official Employee
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2.1K Messages
2 months ago
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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EG
Expert
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109.7K Messages
2 months ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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