Visitor
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3 Messages
Misleading and dishonest
So I have been an Xfinity customer since 2010, I have had some ups and downs but never have complained. Last Thursday I reached out to an agent on chat and explained that there are a few companies out there offering free phones to move to them and I asked if Xfinity had any similar offers for current customers who were looking to upgrade.
I was online for over an hour speaking to a customer service representative, looking to upgrade to. Google Pixel 10 Pro XL, explaining the situation and told them I really wasn't looking to increase my monthly bill. They agent assured me multiple times I would be credited monthly and that I would not have to pay extra but, would send me a link to review everything and the numbers didn't seem right so I would tell the agent and by around the 4th time as the agent answered again don't worry you will not pay extra, I accepted. After accepting I received an email to call Comcast to basically review the order and make sure it was me, I did and once I authenticated I asked this agent if they could review the details with me and not was what the agent had told me not true they also created a new line and put as trade in the wrong phone on the account.
This agent told me they would review everything and get back to me before anything was shipped but, like a couple hours later I was getting a notification that my phone was shipped and no other word from Comcast. So I reached out to them again and basically they told me I would have to return the phone to get it cancelled. So today I went to the store to return everything. There was no apologies or attempts to even make anything right. I also have the chats downloaded and saved.
To say I'm disappointed is kind of an understatement.
XfinityJohnG
Official Employee
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2.2K Messages
28 days ago
Thank you very much for reaching out to our team here. That is definitely not the experience we would like you to have, and I will be happy to look further into that for you. Can you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" 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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user_8wbt18
Visitor
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3 Messages
20 days ago
Still waiting to hear back from an agent that said would reach back out around Thursday. I have emailed a couple of times but, have not received any replies.
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