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Thursday, February 6th, 2025 12:19 AM

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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

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.  

This comment was created from this reply

Official Employee

 • 

2.1K Messages

2 months ago

 

user_14yipv Hello there! Thank you so much for using our Forums, you came to the right place for help! Our team is here happy to work with you to see what is going on with your plan and to make sure you are getting what you signed up for. To get started can you please send us over a DM with your full name and service address?
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

 

4 Messages

No.  I followed the link and was just asked to upgrade for more service.  Can someone talk to me live rather than chat to address this?

4 Messages

Just wasted another 2 hours of my life talking to an agent who said they couldn't help me.  I know I signed for a $40 discount but they keep pointed to the different teams.  Internet team can't help and point me to the mobile team who can't help.  This is very frustrating that no one from xfinity can represent both sides and they keep pawning me off to the other team.  No I find out that my original quote of $55 a month for internet with a free ipad was not real.  I was lied to by an agent who signed me up for that.  I saw the $40 discount in what I signed for electronically but didn't take a screenshot.  Well that was my mistake.  Now the $55 has turned into $109 a month.  Xfinity just wants to sign me up for a 2 year agreement but it doesn't really lower my price.  I mean seriously double what you quoted me initially.  Someone has got to be able to sort through this mess.

Expert

 • 

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. 

4 Messages

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.  

This reply has been converted into a comment

Official Employee

 • 

2.7K Messages

Thank you for updating the thread, user_14yipv! I am glad things are good now but certainly apologize that it took some time to get there. We appreciate your business and always want things to be perfect. Our team is here 7 days a week and always happy to assist you. 

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