Contributor
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15 Messages
Why do Xfinity agents lie?
After dealing with multiple Xfinity agents to resolve a new modem order, one agent said they could save me $5/mo. without changing my services. I repeated the questions, my services will not change? They said, correct, just saving, no changes to your services. Dumb me, I believed them. I should NOT have. Xfinity agents are able to lie to customers and get back-up support from their managers - so be careful. I've discussed with multiple Xfinity managers when my calls and chats have been escalated. They told me they don't have my old plan, so I need to pay more for the same services. When I tell them the agent lied, they blame me for not reading the terms and conditions - which is true - but asking the question of will me services change should be pretty clear. Agents should not be able to lie.
Consumer beware: Xfinity is getting worse and outright misrepresenting information and lying to their customers. To make it worse, management seems to be in agreement and could care less about customer service. I've had my issues with Comcast/Xfinity in the past, and do not like them - but this is so much worse. Outright misrepresentation and lies. I did file a complaint with the BBB and FCC.
XfinityGabriel
Official Employee
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2.7K Messages
5 months ago
You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.
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user_3f1aba
Contributor
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15 Messages
5 months ago
A helpful person from Xfinity actually called me. It took submitting a complaint with the Better Business Bureau, but it was worth it. I also filed a complaint with my local cable regulatory commission and FCC.
I'm still not confident my issue will be resolved, but at least I have someone working on it and their phone number. I can't recommend the BBB more.
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user_bsbuzo
Visitor
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1 Message
1 month ago
We were lied to as well. After calling them multiple times to get free Peacock activated (platinum rewards), we finally got it activated. Afterward, a woman with Xfinity Mobile got on the line and told us they had a special going on where we could get about $100 reduced from our bill, no change to our plan, and receive a free xfinity mobile line and phone. We told this woman it was hard to believe, and she assured us multiple times that we would not lose anything. When I say multiple times, we asked her to verify at least ten times that we would not lose anything.
We lost our plan, lost our movie channels (and who knows what other channels), lost our sports package, and can only record two shows at a time even though we were recording five shows at a time before that. When we realized how ripped off we were, we called to complain and told them we wanted what we had before. They told us they couldn’t do that. We implored them to listen to the tape of the conversation we had with the woman that changed everything. We told them it was bait and switch, which is obviously illegal.
They still wouldn’t take us back to our old package. They told us they’d give us a credit for six months although we are now paying more for far less. (Our bill does not show the reduction either.) Like others, we were blatantly lied to, and even though we have been loyal customers for more than two decades, we have finally had enough and are looking to switch companies. At this point it has become obvious that Xfinity habitually lies to its customers, so we also plan on reporting this deception to the FCC and BBB. A company cannot expect to continue to lie and [Edited: Language] its customers and expect loyalty. They need to be held accountable.
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user_lgvv53
Visitor
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4 Messages
21 days ago
I have sent a direct message. I expect a response. I will be contacting the BBB and my states attorney general. I have saved all of my transcripts.
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