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user_murs5l
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Thursday, August 6th, 2026 7:41 PM

Retention offer made in chat then denied – ticket [Edited] and Chat ID [Edited] – is this an FCC issue?

A few days ago an Xfinity agent offered me $46/month for 500 Mbps for 5 years for being a loyal customer (no contract, no rental fees, unlimited data + $10 loyalty credit). No expiration was stated and I have the full chat transcript. I am a Gold member and was previously on the Loyalty Plan ($55 for 400 Mbps). When I tried to accept the offer, multiple agents (including a shift supervisor and escalations agent May, employee 1026) said the plan no longer exists / was “dynamic” and refused to honor it. I was only offered a $15 loyalty discount, which I declined. I now have escalations ticket [Edited: "Personal Information"]. Is this the type of situation where filing an FCC informal complaint is appropriate? Or can the Digital Care Team / loyalty review the original chat offer and apply it?
Thank you.

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7 days ago

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XfinityMartyR

Official Employee

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3.5K Messages

12 days ago

 

user_murs5l  I do apologize for the frustration you've experienced regarding the promotional offer that was presented to you. We do value you as Xfinity Member, and this is not the experience we want for you or anyone. Unfortunately, we cannot guarantee the outcome of a pricing review, especially when the offer no longer exists or cannot be found on your account. Since this has already been escalated, you will want to work with the existing escalations team working on your case. 

 

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user_murs5l

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Thank you for the reply,
@XfinityMartyR
.
I appreciate you taking the time. I understand the escalations ticket [Edit: Personal Information] is already open. The key point is that a specific offer ($46 for 500 Mbps for 5 years, no contract, no rental fees, unlimited data + $10 loyalty credit) was made to me in writing in chat with no expiration stated. I have the complete transcript. As a Gold member who was previously on the Loyalty Plan, I’m simply asking that the original documented offer be reviewed against the chat record and the escalations notes. Would you (or another member of the Digital Care Team) be willing to take a look via Direct Message? I’m happy to provide any additional details privately so the original offer can be properly evaluated. I’m positive you keep your chat logs. Thank you again for your help.

(edited)

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12 days ago

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XfinityMartyR

Official Employee

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3.5K Messages

 

user_murs5l Our team would be more than happy to check on your escalation ticket, and see if an investigation has been launched. Unfortunately, we won't have access to chat transcripts, or the campaign that you were offered. However, we can check to see what options we do have for you. Please send us a direct message. 
 

To send a "Direct Message" message:


• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the ""Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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


How to: Direct messaging within the forum

 

 

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.
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12 days ago

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user_murs5l

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4 Messages

Still waiting to hear back.

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8 days ago

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Again

Expert

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34.8K Messages

@user_murs5l​

Still waiting to hear back.

Did you send the direct message to Xfinity Support?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark as Best Answer!tick

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8 days ago

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XfinitySean

Official Employee

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874 Messages

Hi user_murs5l! We're awaiting a response from you in private messaging. When you have a chance, can you join us back in the chat? We look forward to continuing working with you!

 

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 as Best Answer.tick

Like

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8 days ago

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