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user_64hkt5
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Friday, November 8th, 2024 2:09 AM

False Promises and Lack of Support for New Customer Promotion

I’ve been dealing with an incredibly frustrating experience with Xfinity over the past two months due to what seems like false promises to incentivize new customers. When I was considering switching to Xfinity from T-Mobile, an Xfinity agent assured me that I would receive a $500 credit per line to help cover the cost of my old carrier. This promise heavily influenced my decision to make the switch.

However, as my bill is now due in just three days, I recently discovered that the promotion I was offered was not even valid. Over the last two months, I’ve spent countless hours on the phone with Xfinity support, only to be put on hold or disconnected without any resolution. No one has been able to offer any clear answers or assistance, and I feel completely ignored.

This entire experience has been nothing short of disappointing. I expected better from a company like Xfinity, and I feel like my trust has been violated. I urge Xfinity to look into this issue, honor the original promotion I was promised, and make this right.

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27 days ago

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XfinityShawn

Official Employee

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1.2K Messages

4 months ago

@Prialmeida My team can help you with your mobile concerns today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (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

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user_64hkt5

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For nearly two months, I have been calling Xfinity every day, only to be placed on long holds or disconnected with no resolution. These calls, often lasting over an hour, have negatively impacted my ability to work full hours and manage my daily responsibilities. The repeated calls and constant back-and-forth have not only affected my financial situation but have also added significant mental and emotional stress. It’s deeply disappointing to feel that my concerns are not being taken seriously and that I’m not receiving the support promised by Xfinity.

This experience has had a major impact on my financial and mental well-being, and it’s discouraging to see Xfinity ignore the situation instead of prioritizing customer support. I urge Xfinity to take immediate action to resolve this issue by honoring the original promotion I was offered. It’s essential that Xfinity recognizes the burden this situation has placed on my life and finally provides a solution to fulfill the promise that influenced my decision to become a customer.

(edited)

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4 months ago

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user_if0flb

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I was offered free phone .As an existing Xfinity customer  of 41 yrs. After multiple calls and 2 visits to xfinity  store they were able to port my phone # to the new phone. Now I see they are billing me for the new phone. Called customer  Service  was told policy was not allowed. Then spoke with Renzo in their retention dept. and was basically told So sorry too bad ,but he would be able to help initiate deactivation  of my phone, cable & internet service's..How sad to see a one time great company now not care and play the bait and switch sales fraud

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29 days ago

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XfinityEva

Official Employee

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1.5K Messages

This is not the experience we want for you and we are sorry to hear this was the case. May I please ask that you send us a direct message with your full name and service address to get started? 

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 a reply as the Accepted Answer.tick

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27 days ago

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XfinitySara

Official Employee

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1.5K Messages

3 months ago

@user_64hkt5 - Thank you again for taking the time to reach out on our Xfinity Community Forum for assistance with your Xfinity Mobile promotion concerns. It took a little time, but I now see that the tickets we submitted on your behalf to our Mobile Escalations team are in the resolution state. Notes reflect that you had a few communications with them, and credits were applied after thorough review of your account and contact history. Everything is looking much better now! I just want to thank you for your immense patience throughout this process, and for giving us the opportunity to facilitate communication with the proper team. Please don't hesitate to create a new post should any other questions or concerns arise, and we remain right here, ready to help however we can :)

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user_ex2th3

3 Messages

3 months ago

Nancy lou
6 reviews
Nancy lou
6 reviews
30 minutes ago
New
FALSE PROMISES AND MISLEADING PROMOS FOR NEW CUSTOMERS. Gabriel from local store signed us up for new Internet which we have had for 1-1/2 wks. Told us he was pretty sure he could get the $100 new service fee refunded (which he did NOT do). At this time, he also told us about Black Friday Phone/Plan Promos for $400 off Samsung Galaxy S24FE and 1 free mobile phone line for 1st year with purchase of a 2nd line. My husband went to your Store to purchase 2 Promo phones and sign up for the phone Promo plan (met with Store Mgr) but Xfinity system would not accept his SSN. He said she said something about our account being locked but wasn't clear about it and didn't offer to do anything about it. Today (last day of Promos) I went back again and met with Gabriel. Same thing happened when he tried to put in my SSN. Again, no explanation except that our account was locked and he would have to text Corporate to get their assistance. When pressing him on my concern of missing out on the Promos, he just said he couldn't make any promises as it might take a day or two to get a resolution. I then went home and spent 7 hours on the phone with Xfinity! Spent much of the time on hold while being transferred again and again and then waiting for each agent to review our account and research for a resolution. Each time I had to explain the whole problem all over again and no one could resolve the problem. Nearly ever agent I spoke with was very difficult to understand and I had to keep asking them to slow down and repeat themselves. Twice I was transferred to the Mobile Sales Dept and even they gave me misleading info. as well and referred me to Trans Union with no clear explanation as to why. When I was transferred to the Escalation Dept. an agent here told me that WE, AS BRAND NEW CUSTOMERS, DON'T EVEN QUALIFY FOR ANY PROMOS (supposedly) because we have no "credit" built up with Xfinity. (So good credit scores and an Auto Pay acct set up with our bank don't mean anything???). They also said ALL OF THEIR SALES REPS SHOULD BE FULLY AWARE OF THIS POLICY as it has been in place for a long time and has been clearly communicated to them and that there are NO EXCEPTIONS to this policy. THANKS TO YOUR FALSE PROMISES, WE MISSED OUT ON ALL THE GREAT BLACK FRIDAY AND CYBER MONDAY DEALS ON PHONES AND PLANS!!!!! I stood in a long line today and also waited until Gabriel was free so he could get my Sales Commission. He also said nothing about being able to get my $100 new cable hookup fee refunded and I'm pretty sure he never even tried....just another false promise! I did manage to get it refunded MYSELF through the Escalation Dept. because I absolutely insisted on it!. If I could, I would give both Xfinity AND your store a ZERO RATING. Thinking about cancelingl my Internet before 30 days so I can get out of this 2-year Contract. Discovered we can save $20/Month over Xfinity plan for Internet from T-Mobile, get a much better deal on phone plans from T-Mobile, NO CONTRACT REQUURED, no cutting a big ugly hole in our house to run cables....PLUS DEAL WITH HONEST, KNOWLEGEABLE SALES REPS. Now I understand why Xfinity rating is so low and there are so many complaints! Unfortunately for us all the Phone Promos are over and no more Promos on any Phones comparable to this one that will work for us anywhere!  Realized after the fact that many other dealers offered a better price on this phone unlocked, even to just buy it outright...but too late now...deals are gone!

(edited)

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Vation

5 Messages

3 months ago

Same problem, their customer service is the wrost.

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XfinityEva

Official Employee

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1.5K Messages

Hi there! Thanks for reaching out to us, may I please have you elaborate more on what is going on and how we can help?

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 a reply as the Accepted Answer.tick

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3 months ago

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user_ex2th3

3 Messages

3 months ago

An UPDATE re: FALSE PROMISES AND MISLEADING PROMOS FOR NEW CUSTOMERS..  We had appointment scheduled to have techs come out to bury cable line 8-8 today. Utilities were marked, which we communicated to Xfinity. Cancelled an appointment to be here because told them we had lots of trees and landscaping but that never got updated on questionnaire and I anticipated MORE problems. I was right! Xfinity said tech would call 30 min. prior. Instead I kept getting BOT text requests that asked me to connect to link for an update. Everytime I clicked on link I got connected with BOT which gave me no info or update. Called 8 times and couldn't get past BOT for live agent and BOT kept disconnecting me! FINALLY got live agent who put my on hold to review account and reconfirmed appointment today (this was late a.m.). Now miid-afternoon and no one showed so I chatted with live agent. She also confirmed appointment but asked if tomorrow would work. I said NO I need done now and before snow, which would be big safety issue as cables cross driveway. She then reconfirmed work to be done TODAY and then proceeded to offer a better Internet deal with higher speed and no contract (I smell another lie) and a one-time account credit of a whopping $10 for all my trouble...what an insult!  Said NO just wanted confirmation number for my appointment, which she gave me. Immediately upon end of chat I get call from Xfinity. BOT connects me to live Agent who gathers info again then asks ME what MY tech. problem is. Told him just waiting for tech. visit but he was confused. Explained again. Put me on hold to review my account and reconfirmed appointment. Now it's 4 p.m. and getting dark and still no tech to bury lines. Husband came home and informed me he just got laid off his job! No tech showed or called/texted to cancel. We both decided we no longer want cable buried because we ARE going to find other Internet and bundle elsewhere. Husband said he can disconnect cable himself after we get Internet elsewhere and replace new siding where hole made to connect to house. I didn't realize Husband could disconnect cable himself vs. a Tech. Account now still shows outstanding work order but no appointment. Now tried to reach them to make sure they don't come back to bury cable, especially when not home. Couldn't get past BOT on Chat and BOT couldnt resolve. Took forever on phone again to get live agent. Hope she gets it right.  Now I fear Internet will get disconnected before we have time to get service elsewhere. Another reason I am documenting all this. Can't believe all the screw-ups AGAIN, Thinking about sending my write-ups to Attorney General and maybe to a local News Station. They like to report on companies who screw over consumers.

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