Visitor
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1 Message
xfinity support
Hi, I recently had a chat session with an Xfinity agent regarding my mobile plan. During that session, the agent initiated an upgrade without my clear consent. I specifically did not approve any changes and ended the chat because the agent proceeded anyway.
I’m requesting an immediate review of that session and confirmation that no upgrades, billing changes, or service modifications were applied to my account. If anything was processed without authorization, I want it reversed immediately and documented in writing.
I’ve been a long-standing customer with multiple lines and internet, and I expect account actions to be based on consent—not assumptions. Please escalate this to your account integrity or retention team if necessary, and let me know what steps are being taken to resolve it.
DreamSayerZ
Problem Solver
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887 Messages
1 month ago
@user_evf67t As long as you did not approve any changes or accept a text message or email, nothing should have happened. And if so, you would have received an email confirmation of an order. I do not believe that they could do anything without your specific consent. You can log in to your Xfinity Mobile account and navigate to the Billing section. Within the Billing page, you'll find details about any orders, including order date, shipping info etc. Also, if you go back into the chat, you should see your history from the last session.
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XfinityAlfonso
Official Employee
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1.9K Messages
1 month ago
Hello user_evf67t thank you so much for taking the time and relaying your recent experience with us! Customer account changes cannot be made without your express review and approval, done in the form of a text message or email link when connecting with us via chat, phone, or online. When in store, this can be done by order review via an in-store tablet or at an agent terminal. We are more than happy to review the account with you anytime during our operating hours.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.
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