Visitor
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3 Messages
Promises made by multiple agents
I have had online chats 1/6/25, 2/10/25, voice call of 2/12 and chat on 2/18/25. On 1/6, I was promised to have my bill lowered to $200. When I received my next bill, it was not lowered. My chat of 2/10 said the best they could do was offer all the same services for $203 for 12 months and they would credit me for the previous month. Received my next bill and it's still not lowered. Voice conversation on 2/12 with [Edited: Personal Information] who said his manager, [Edited: Personal Information], would call me back that day as he did not have authority and he would follow up on 2/14. Nothing from no one. Today, the agent transferred me to a manager who said she was having trouble adjusting the plan and would transfer me to someone who could. I got transferred to a spanish and I do not know much spanish. Got an English speaking person who gave me a call back number and said a supervisor would be in touch (Virtual Hold Confirmation Number: FIL-4230736-1). Someone did call me and when he asked me to hold for a brief 2-3 minutes while he adjusted my plan, I did so. After 10 minutes of holding and then the line goes dead. It was not on my end as I was on 5G and had great service. I created another online chat where I was tossed around to three different agents. By the fourth agent saying they'd be happy to assist me and what was I inquiring about, I decided to come to the online forum. I have been on chats for literally hours trying to get what I was promised. I have been a customer for over 25 years, always pay my bill on time and now it looks like I a going to be forced to look at other options as I am getting nowhere with Xfinity. I have copied all of these online chats so have everything in black and white of what was promised. I am so disappointed in the customer service I have NOT received.
XfinityAldrik
Official Employee
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2.1K Messages
2 months ago
Thank you for reaching out to us @SUGGS4! I know just how important it is to find the best price for your services. I personally would be frustrated if my bill didn’t reflect the new price my services should have been after making changes. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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SS4108
Visitor
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3 Messages
2 months ago
Terrible!!! I have been a customer since 1994 and as stated above was promised by multiple agents my bill would be lowered to $200 and then $203 for 12 months with a credit for the previous month. I have not received the promised credit nor the lowered bill. I direct messaged as stated above and all they could do was get my bill down from $325 to $313. Are you kidding me - a $12 discount? No thank you.
In regards to multiple agents offering me the agreed upon $200 for 12 months which I have proof of in chats that Xfinity higher ups can also view, this was their response:
I have submitted your concern to our Corporate Escalation team for them to fully investigate this incident. I promise we don't take these matters lightly, and this team is very thorough. We really appreciate you for providing all this information and feedback. While we can't share the results of any investigation or possible actions that will be taken, this is a matter that won't go unaddressed.
A company as big as Xfinity should stand by what their agents have offered and then re-educate the agents.
A customer of 31 years deserves better than this. I will be exploring other options and will come back to post if I find a better service provider so all the unhappy Xfinity customers are educated.
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