Visitor
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1 Message
SCAMMED via live agent
Been an Xfinity customer for over 18 years and just had the worst experience with virtual assistant and live agent. I was scammed into reducing my bill by upgrading to a 5 year no contract package with adding mobile line. Agent told me I could keep all my services (DVR, all channels, 2Gig speed, phone line) and got to a monthly price of 140 a month. He setup autopay on both accounts which I did not ask for and I found only when I went into the store that I was scammed into an Xfinity XUMO streaming box. The store rep was awesome and corrected everything, and another call in to Mobile to credit my accounts was fixed by an actual person. I feel like Xfinity needs to review their virtual platform and who is working for them. Never use that app for anything again. The app won't even give you the right number to call into, so they are forcing you to use this useless platform. I think Xfinity owes me some big credits for their business practices with virtual assistant and the many hours I wasted through the whole process.
XfinityAirelle
Official Employee
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3K Messages
22 days ago
Thank you for taking the time to share all of this with us — we can imagine how frustrating and exhausting that experience must have felt, especially after being with Xfinity for so many years. We’re glad to hear that the store representative and the Mobile team were able to help get things corrected, but we understand it shouldn’t have taken multiple visits and calls to get there.
What you described with the virtual assistant and agent experience isn’t what we want for our customers, and we’ll make sure your feedback is shared with the right teams. While we can’t speak to credits here, we do want to take a closer look at your account to make sure everything is set up the way you want it moving forward.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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