Customer complaint

JC2919 Thank you so much for your post for help with this promotion offer. We are only able to honor offers that appear in our system for your account. The Xfinity assistant is more than able to complete a change with you with the correct approval, but since the Xfinity assistance is an online entity, they may have offers a live agent does not have access to. We have lots of online exclusive offers, especially for new customers. If you were not logged into your Xfinity account as a current customer when discussing plan options, a new customer offer might have been presented, and as a current customer, you would not be eligible. That would not be an error on our part since you were not logged in to identify that you were already a customer. That is an example of the most common reason we would not have a promotion you viewed online as a current customer. We would be happy to review offers we currently have available for you to make sure you are on the best promotion available. 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.