Deceptive business practices

Today’s interaction with agent trying to sneak in an extra $15.00/month speed upgrade. Unacceptable! Caught red handed!

[Edited: "Personal Information”]

Responses

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XfinityCliff

Official Employee

•

531 Messages

3 days ago

Hello @user_yjl0eq, and thank you for reaching out on our Xfinity Community forums and sharing your recent experience with us.

We appreciate you taking the time to share these details. From the interaction you've provided, we can certainly understand your concerns regarding the overall experience and the confusion caused when an additional service was discussed while you were simply trying to add the More Sports & Entertainment package.

Feedback like yours is important, as it helps highlight opportunities to improve both the customer experience and the clarity of account change discussions. We want customers to feel confident that the services being presented align with what they have requested.

If you'd like us to take a closer look at the recent changes made to your account and confirm that you're receiving only the services you requested, please send us a Direct Message* with your full name and service address. We'd be happy to review the account details and the completed order with you.

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user_yjl0eq

Visitor

•

3 Messages

I understand and appreciate your effort to apologize and acknowledge the situation. However, you have not provided anything stating the business practice is normal or is based on an incentive you offer customers agents to add monthly fees. My situation today felt deceptive and quite frankly, like an attempt to cheat me into spending an extra $15.00 a month. Your response does NOT make me feel as though anything will be done about this dishonest attempt to add charges and upgrades without consent.

If I had not be diligent in knowing my actual monthly amounts and the additional amount I was trying to add, I would likely not have questioned the extra charges. It seems as though the agent was hoping I wouldn’t notice, and just approve what I believed asked for.

what do you commit to regarding changing this practice system wide, or at the very least, changing policy and agent practices to ask PRIOR to adding a service and expense without notification? Absolutely no mention of the “supposed” help in speeding up my network by adding $15.00/month was mentioned until I questioned it. It took two attempts on my part to get the true reason out of the agent as to what caused the larger increase than I expected.

I need some language from Xfinity that this was either an unacceptable act by this agent, or a confirmation this practice will be dealt with according to best business practices.

Regards,

[Edited: Privacy]

(edited)

3 days ago

XfinityCliff

Official Employee

•

531 Messages

Hello @user_yjl0eq, we appreciate you sharing your perspective and understand why you're looking for a more definitive response.

Based solely on the information available in this public thread, we're unable to verify the details of the interaction, determine whether any policies or procedures were or were not followed, or make a determination regarding the actions of a specific employee. That type of review requires access to the account and the underlying records associated with the interaction.

We also aren't able to make commitments regarding company-wide policy changes or business practices through a forum post. However, we can ensure that your concerns are reviewed through the appropriate channels once we have the ability to review the account itself.

If you'd like us to investigate this further, as previously requested, please send us a Direct Message* with your full name and service address. We'd be happy to review the account, confirm the changes that were completed, and document your feedback for additional internal review.

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3 days ago

user_yjl0eq

Visitor

•

3 Messages

Understood and DM sent

Thank you.

3 days ago

XfinityCliff

Official Employee

•

531 Messages

2 days ago

Thank you, @user_yjl0eq, for taking the time to share your experience and work with us on this matter.

After reviewing the account, we were able to confirm that only the changes you requested were completed and that your billing reflects the addition of only the packaging you expected.

We also documented your concerns and forwarded your feedback to the appropriate internal teams for review. Input like yours is valuable and helps us continue improving the experience we provide to our customers.

We appreciated the opportunity to review this with you. If you need assistance with your Xfinity services in the future, our team is available here seven days a week from 6:00 AM to 1:00 AM ET and will be happy to help.

(edited)

Customer Service

user_yjl0eq

Deceptive business practices

XfinityCliff

user_yjl0eq

XfinityCliff

user_yjl0eq

XfinityCliff

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