Misleading by customer service

I asked via online chat to hold my Internet service for just one month as I am traveling and they accepted via chat (have screen shot) after that they offered me to add one line and I repeated so many times shall it be without fees and they confirmed no fees at all I repeated so many times shall no registration or more monthly fees and they confirmed “ yes no fees”. After I signed the verification I surprised by the fees and no holding for the internet during my requested month. Xfinity customer service always playing with words and always cut the line when they succeeded to win the sneaky actions with clients but seriously I do not know why.

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XfinityKei

Official Employee

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1.9K Messages

3 months ago

@user_h4ibsx Thanks for bringing your concerns to our attention. Our team is here to help. My apologies for the experience you had through chat. I would like to advise our seasonal hold has a minimum of 60 days to start it. I have a link to share that goes into how you can set it up from your side with step by step for the future at https://www.xfinity.com/support/articles/seasonal-convenience-plan-enrollment.

As a friendly reminder you can always reach our Mobile team by calling or texting 1-888-936-4968. You may also use our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile

I am happy to look over your Mobile account order to help.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
[Edit: Direct message steps]

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user_h4ibsx

Visitor

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2 Messages

3 months ago

Thanks for your reply I have sent to you and waiting your reply ASAP as the bill still coming any use or activate SIM card or even received one.

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XfinityAmandaB

Official Employee

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2.6K Messages

user_h4ibsx I apologize, I do not see a private message on this side. To make sure we get the help you need, please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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3 months ago

Billing

user_h4ibsx

Misleading by customer service

XfinityKei

user_h4ibsx

XfinityAmandaB

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