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user_sqttun
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2 Messages

Friday, November 22nd, 2024 4:19 PM

WORST CUSTOMER SERVICE EVER

I spoke with an agent a month ago regarding my bill that increased from $90/month to $141/month. He told me that he would change it back to the normal price. My bill came out today for $141!! Xfinity is sneaky and does not tell you when or why charges have changed. They keep things from you and just expect you to pay whatever they tell you. Today I tried speaking to an agent again. She did not help me, switched agents 3 times and still no one could help me! I will be switching providers come 2025. [Edited: "Soliciting"]

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4 days ago

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XfinityBradM

Official Employee

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656 Messages

4 days ago

Hey there, @user_sqttun. Anytime we make a change to an account we have to complete the customer approval process where the customer has to review the order through a link sent by email or text. On the Xfinity monthly statement, we label the promotion term and when it will expire. I have fallen into the routine of just paying the monthly rate as it looks the same and forget to check the important information tucked away inside the monthly statement. You can always make changes through our plan builder and avoid any confusion working with a representative.

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user_sqttun

2 Messages

That is not correct. I never received any kind of "customer approval". The only way I found out my bill had changed was by logging into my app and seeing the price of my bill. I would have addressed this issue a lot sooner if I had gotten this "approval" you speak of. You're exactly right, I fall into a routine of paying my bill because I do not expect to get a sudden change without being notified. funny how that works. This reply does not change anything, nor does it make me feel any better about having Xfinity as a provider. I would NEVER recommend this company to anyone. Like I said, I will be switching providers come 2025

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4 days ago

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XfinityBradM

Official Employee

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656 Messages

The purpose of my explanation about our customer approval system was to confirm how a change of service is made to a customer's account. If you did not accomplish the customer approval process with your recent interaction with an Xfinity representative, that would explain the reason why you're still seeing the previous rate. You're notified about your promotional term every month within your Xfinity billing statement and when the promotion will expire. Typical promotions are 12-24 months long. 

Our team can assist with exploring account change options to lower your monthly rate and get your entertainment services within your monthly budget. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

See https://comca.st/3KQF8q9 for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 days ago

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