Was Promised a Fake Deal????

In virtual chat an agent promised me a deal that everyone is no saying it can’t be honored. How does this work??? Making a promise and then not going through with it seems like fraud. Calling and talking to multiple agents after made me realize how incompetent they all are. I have the saved transcripts but no one even wants to see them. No one cares, xfinity will make fake deals and not honor them!

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XfinityAmandaB

Official Employee

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2.6K Messages

10 days ago

user_mg7dj4 Thank you so much for stopping in for help with this offer. This is not the experience we want any customer to have, and we understand how not getting what you were offered would be frustrating. In most cases like this, there ends up being a miscommunication. For any new offer, customers are sent an approval with outlined details of any offer that has to be approved before any changes are made, if those terms do not match up with the offer, that is where it should have been addressed. Once that approval has been made, we can offer any other current promotion to try to correct the issue.

If you could provide a little more detail without including any personal information on what the offer was vs. what you received, we may be able to better assist.

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user_mg7dj4

Visitor

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4 Messages

On 9/21 after a chat with an agent we came to an agreement on a monthly bill amount moving forward. This deal was proposed by the agent and I verbally accepted it. They told me moving forward it will be a new price. I have the saved transcripts but my monthly bill is not displaying our agreement. Are agents able to come to agreements and then not honor them?

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9 days ago

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XfinityMartyR

Official Employee

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2.6K Messages

user_mg7dj4 Thank you for the additional information! New plans for service need to be approved though our customer approval process before they are implemented. You should have been sent a text message or email outlining the new plan which would ask for your approval to make the changes to your account. Unfortunately, we cannot make account changes with verbal agreements.

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9 days ago

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user_mg7dj4

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4 Messages

So agents are allowed to make offers in the chat and then not honor them? That seems like bad business if that’s what you are telling me.

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9 days ago

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XfinityMartyR

Official Employee

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2.6K Messages

user_mg7dj4 Great question! The Xfinity Assistant Chat agents should only be offering our customers options that are available to them at the time, and follow the correct order procedures. We can take a closer look at your account, and will respond to your direct message shortly.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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9 days ago

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user_xax6bn

Visitor

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4 Messages

@user_mg7dj4 - File a complaint with your state utility regulatory commission. I've done this in the past and was able to get my complaint escalated to the office of the CEO

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9 days ago

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user_mg7dj4

Was Promised a Fake Deal????

XfinityAmandaB

user_mg7dj4

XfinityMartyR

user_mg7dj4

XfinityMartyR

user_xax6bn

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