xininty mobile service

I was going to Canada and considering various ways to access data while out of the US. My plan, which had two numbers and one gb of data, cost $35. I was considering whether to just get an e-sim card but I talked to a Comcast agent, Joey, on July 9. He suggested going to an unlimited plan. I specifically asked him whether I could switch back to my current plan and he told me that I could. He was on speaker and my wife was in the room and also heard him. I questioned him about the ability to switch back to my old plan and he assured me again that I could definitely switch back. He even gave us the date by which I needed to contact Xfinity Mobile to switch back.

I returned back to the US and on August 1, within the time limit Joey gave us, tried to switch back to my old plan. I spoke to Mica and she told me that there was no way I could switch back. I asked that the matter be escalated because I had been lied to and relied on that lie to switch my service. She said that somebody from Xfinity would call me back within three days. That time has passed and nobody has called me back.

I need help deciding next steps. I have been an Xfinity Mobile customer for a very long time but am going to terminate my service if I cannot switch back. Any suggestions about how to resolve this?

Mike

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XfinityChristy

Official Employee

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3K Messages

8 hours ago

34s Thank you for taking the time to explain what happened. I can completely understand why you'd be frustrated, I'd be upset too. I'd be happy to review the account history and see if there are any notes or escalation records related to your conversations. That said, I do want to be transparent that we can't manually place customers back into plan options that are no longer offered or available in our current system. If your previous plan has been retired, it may not be possible to restore it, even with agent assistance. With that said, I'd still like the opportunity to take a closer look at your account, review the callback request, and see what options are available. Please send us a Direct Message with your full name and service address, and I'll be glad to investigate further.

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We appreciate your loyalty as a long-time Xfinity Mobile customer and would like the chance to help however we can.

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34s

New Poster

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4 Messages

Thanks for getting back to me so promptly. So, let me see if I understand this correctly. You are telling me that since I relied on the information provided by your service agent I have made an irreversible change in my service plan and there is no remedy and I did this instead of buying an e-sim card that would have cost less than $10?. If I were a suspicious person, it sure seems like somebody (Joey, according to my notes) gave me bad advice on July 9 to get me to terminate the service plan that your company no longer offered in order to get me enrolled in another, more expensive plan. That really doesn't seem right.

Our local San Francisco TV station has a service to help consumers who have been taken advantage of by companies and they cannot get them to correct the problem. I am going to contact Seven on Your Side tomorrow.

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3 hours ago

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XfinityVictor

Official Employee

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2.4K Messages

34s I am sorry, my colleague was trying to be transparent and provide insight based on policy. We do not know what your plan was, or is at this point. That is why we requested a DM. We are happy to look further into this concern. Again, my colleague was just being transparent and wanted to advise of what we are able to do based on your plan.

I am an Official Xfinity Employee.
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2 hours ago

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34s

New Poster

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4 Messages

Your colleague was polite and courteous. That isn't the issue. The issue is that I was induced by a false statement by an Xfinity employee to change my plan and now I am being told that it is not possible to undo the harm that was done because of my reliance on what turned out to be a false statement. You can check my billing account to see what my plan was. This is what I had before I relied on your employee's information. I guess I should have been more suspicious when Joey told me that he was in the Phillipines.

This is exactly the kind of thing that Seven on your Side wants to hear about because you are taking advantage of me through no fault of my own.

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2 hours ago

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XfinityVictor

Official Employee

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2.4K Messages

34s I am sorry, that is not the case. We have no idea of what your account looks like and what we can do to resolve your concenr. That is why we request you send us a DM?

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

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2 hours ago

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Customer Service

34s

xininty mobile service

XfinityChristy

34s

XfinityVictor

34s

XfinityVictor

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