How the Mighty have fallen...
My chat with Xfinity that can only be believed by experiencing it....
Live chat started.
Rahul joined the chat.
Hi XXXX, thank you for contacting Xfinity. My name is Rahul. I see you may have questions about your Xfinity Mobile bill. Is that correct?
ME: yes
RAHUL: I'm happy to go over Xfinity Mobile options. Please elaborate your concern ?
ME: I want to know why my phone bill is suddenly $30 more, what is going on?!!! [more than 30 seconds pass] ME: you there? [another 20 seconds pass] ME: SAY SOMETHING!! [me adding a note to emphasize my displeasure] Xfinity has got to be the worst company I've ever had the displeasure to be forced to work with. Are you going to acknowledge your customer here or just leave me hanging? [about 15 seconds pass] RAHUL: Thank you so much for specifying your concern please be assured let me pull up your account details and help you in best possible way. Please allow me few minutes
ME: Stop using cans and talk to me like a human being
RAHUL: I am human being , Please allow me a moment to check the bill
ME: better
RAHUL: Thankyou [15-20 seconds pass] RAHUL: As I can check your bill is $49 , right ?
ME: It's supposed to be $18.34 or $18.38, not THIRTY dollars more! I want to know why
RAHUL: As I can check you are on unlimited plan and unlimited plan cost $45 /mo
ME: No, I am on unlimited and it $18.38. That's what was promised to me and as you can see from my billing history, that's what I've been paying.
RAHUL: Sure let me check that
ME: I've also chatted with you people recently about it being unlimited at that price and was told by the rep that I was indeed on unlimited for 18 [more silence ensues, lost track of how long at this point as I'm reading emails until I hear the tone that someone has actually responded]
RAHUL: are you enrolled for any bundle deal with internet ?
ME: I am assuming that is why I got the price
ME: And why are you asking me? You have my account information in front of you, right?
RAHUL: XXXX I can check that you are on the by the plan in previous You usage is very less so if you want I can switch you on the by the gig plan back then you will get the same charges as you were getting in past bills
ME: NO!!!!!!!!!!!!!!!! Don't you dare. OMG you people are unbelievable!! Do you even put notes in your customers' accounts? Do you even listen to us? Do you even care? WTF! NO!!! I want what was promised to me. UNLIMTED FOR $18.XX a month. Make that happen, don't explain, just do it. The last rep said he did but apparently he did NOT
RAHUL: I really felt sorry for this XXXX be assured we are here to help you with the best and just a moment to do the right thing for you. [what English are you even SPEAKING Rahul?] ME: I'm tired of having to constantly get in touch with you people to fix my account You promise me one thing, then turn around and change it without telling me If you don't have permission to do this then escalate me to tier two
RAHUL: I didn't changed anything now , please be assured I will resolve this now XXXX please calm down , Allow me a moment to resove this.
ME: I used to do your job at Comcast about 25 years ago, when the call centers were here in the US.
ME: [after the "calm down" remark] OK that's a huge mistake. Don't ever tell a customer to calm down. You have to use your senses to calm them yourself.
RAHUL: XXXX I am doing by best for you , please allow me a moment to resolve this
ME: I'm not stopping you
RAHUL: I want to confirm that you were getting the discount of your internet services as I can check you have internet services as well but you not get the discount on this bill so I just need to connect you with that advance team who will resolve this bill concern and yes please sorry for that :) shall I connect you quickly ?
ME: yes
RAHUL: One moment while I connect you to the appropriate team. You are being transferred. Please hold…
Rahul left the chat.
Sanjay joined the chat.
SANJAY: Thank you for waiting Just to confirm your query is about internet billing
ME: No
SANJAY: Just to confirm your query is about internet billing ? Is that for mobile ?
ME: Didn't Rahul tell you our conversation? Didn't he write notes in my account like he's supposed to? Didn't he chat with you first before sending me to you?
SANJAY: I really apologize however I am from the internet billing team and can help you with options to lower your internet bill
ME: Then Rahul is clearly an idiot Just so you know, I am obviously not happy with Xfinity.
SANJAY: Let me connect you back with mobile billing team as your query was about mobile , they will help to fix this.
You are being transferred. Please hold…
Sanjay left the chat.
Paras joined the chat.
ME: I am tired of having to constantly contact you people, constantly get told everything is as I want only (OMG he transferred me as I typed this RUDE)
ME: This is unbelievable I wish there were timestamps in this chat app so you can see how long I had to wait between these people
PARAS: I apologize for the inconvenience you have faced.
ME: Then fix it
PARAS: I would like to inform you that you have been connected in the wrong department, I'll just connect you with the right department who will help you. One moment while I connect you to the appropriate team.
ME [fumbling to type quickly]: NO!!@! don't you dare!
You are being transferred. Please hold…
Paras left the chat.
Manohar joined the chat.
ME: unfuckingbelievable [note that above 'somewhat' expletive was typed before I even saw Manohar start to type and s/he never said a word.] Manohar left the chat. Agent lost connection. Please wait while we attempt to reconnect you.
ME [typed before I saw that they left and also completely disconnected me from chat]: I swear to all the gods Manohar, if you transfer me…
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ME: Now I'm being connected to an agent again. From the start. See how shoddy these people are?
OK. Which service do you need help with?
Xfinity Mobile Xfinity Services Xfinity Mobile Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?
Activation Billing Troubleshooting Other Billing Your Xfinity Mobile bill is paid automatically every month with your card on file.
View my Xfinity Mobile bill View my Xfinity bill View recent payments Make a payment Make a quick payment Payment flexibility Update my card on file I need help with something else
Chat with an agent Chat with an agent Got it. I'll put you in touch with a live agent now. Live chat started.
Connecting you with a live agent Please wait Live chat started. We could not reconnect with your current agent. Looking for additional help. [an eternity later…] Pruthvi joined the chat.
ME [preemptively]: Pruthvi, please have patience and wait as I type out a story for you
ME: I have been in this chat for almost half an hour now. I have been transferred 3 times to the wrong people. No one has taken notes in my account. My phone bill has gone up $30 when I have been promised PROMISED three times that I am getting unlimited for $18 a month. My bill suddenly went up to $49 without warning after I was promised that it would stay at $18 for unlimited. You people never notate my account, no one knows what the last person said because NO ONE ENTERS NOTES!
PRUTHVI: Yes I really understand your situation, notes gets entered manually in the system however let me check the chat of the previous agent to know the things discussed, Xfinity appreciates your business with us so I will try my level best to help you now itself Just spare me a minute
ME: thank you
PRUTHVI: You're welcome. [after reading several emails and doing other things, we finally get…] PRUTHVI: I am from the billing department and I see that your query is purely based on mobile bill , I have limited access to that what I can do here is , we have a best agent having all the access to it who will be able to help you in this This time your query will be resolved
ME: So I'm being transferred yet again. Unbelievable. You say it will, but it never is
PRUTHVI: I am from the billing team I understand your concern
ME: and it's my bill I have issue with
PRUTHVI: Yes , but I do not have the access to mobile bills I can only help you with the cable/ internet bill
ME: what kind of system is that? wow just go ahead and transfer me, I'll probably end up back with you later anyway
PRUTHVI: I promise you that I am connecting you to one of the best agent having a mobile bill access
Please stay connected.
ME: so you're not billing, you're internet billing [rolling my eyes at the ridiculousness of it all]
PRUTHVI: Yes
ME: just do it
PRUTHVI: Okay! You are being transferred. Please hold…
Pruthvi left the chat.
Sakshi joined the chat. [I wait for over a full minute] ME: Is someone going to talk? [another 20 seconds] ME: HELLO???? [more time passes] SAKSHI: Yes , please share your concern i am here to help you only .
ME: I've been in this chat for over half an hour, I have explained myself to four other agents. Are you seriously telling me no one told you my problem?
SAKSHI: My apologies for the inconvenience. Let me check your previous conversation .
ME: No, it's YOUR job to read the notes. It was the last agent's responsibility to tell YOU what my problem is
I am your customer, it's not my job to keep explaining myself over and over and constantly be transferred to yet another agent who doesn't seem to be able to help me.
SAKSHI: XXXX, Please allow me couple of minutes however i am here to help you only i can understand your part being a customer . I am asking for your concern as you will better explain it to me as i am getting only the summary of the previous chats . As i have see your concern is about mobile bill that went up $30 . May i know if i am right ?
ME [reaching for my Ibuprofen]: good grief, this is wearing me out. I was promised unlimited mobile for $18 a month. This was when I first transferred my mobile service to Xfinity. I would NOT have made such a major change unless I had been promised the price and service.
ME: It was all fine for the first several months then I suddenly started getting overage warnings.
ME: I've been in touch with Xfinity several times about this and every time they assure me it's been corrected. That I'm back on unlimited for $18
ME: And then I get the email today showing I've been charged $49!!!
ME: This is the most disorganized, unprofessional, sneaky company I've ever had to work with.
ME: You are not trained properly, no one enters full notes, I get transferred around from person to person
SAKSHI: May i know if you get the bill with unlimited plan in $18 with any joint deal like bundle deal discount ?
ME: It's all a sham. I just want my unlimited mobile for $18 that I was promised. Don't ask me what plan I have, you're the company, you're supposed to have access to my account. You tell ME what plan you see? I've already explained myself. I was told when I transferred my phone to Xfinity that since I've been a customer for so long (and yes, because I have internet) I would be given the unlimited plan for $18. No special offer, no time limit, just $18 unlimited for as long as I was a customer. Unfortunately I trusted you people so I don't have a written contract on this. If I get told you won't give me what I was promised then I will be on the phone today begging Cricket to take me back. You people are UNREAL! And since none of you take proper notes you'll never find all the times I've been in contact with you over this.
SAKSHI: XXXX , as i can see your mobile . You have one line with unlimited plan for which you are charged $45 however as per that the charges are valid there is no other promotion added with the order on your account however there will some bundle deal discount that you are referring to so let me connect you to the internet team for taking care of that . You are being transferred. Please hold…
Sakshi left the chat.
Rohit joined the chat.
ME: And here we go again… transferred without even giving me a moment to acknowledge or approve the transfer. Is this really happening?
[several moments later…] ROHIT: I apologize for the inconvenience however as I can se your issue is related to mobile and I am from internet billing so let me connect you with them You are being transferred. Please hold… <> Rohit left the chat.
Komal joined the chat.
ME: I think they just keep transferring you around so that you finally get so fed up you just end the chat and "leave them alone."
KOMAL: XXXX, I'm really sorry for all the inconvenience you faced! I would feel the same way in your situation . Let me quickly review your chat and see what best I can do to help
ME: Yeah sure. You're just the 7th agent I've been cycled to. Amaze me.
KOMAL: I can totally understand how frustrating that was. I see that you have a query regarding your phone bill and I am from the Mobile department . I'll do my best to resolve this for you as quickly as possible. Would you mind waiting a couple of minutes while I look into that for you?
ME: If I can finally get what I have been promised since the beginning, I can wait as long as you like.
KOMAL: Thankyou for your understanding and cooperation. Please allow me a few minutes to review your account. Meanwhile, please do not press the back button and also avoid using other applications for us to stay connected without any interruption.
ME: I'm aware of how the internet works I worked for Comcast about 25 years ago, when the call centers were here in the US and we were trained to take detailed notes in customer accounts to avoid crap like this. Oh how the mighty have fallen… [queue the elevator music now as we wait] ME: XXXX I'm really sorry, you ran into trouble! I just need a little more time to look into this for you and then we'll get this sorted .
ME: Sounds good. I've been in this chat for so long now I need to use the ladies room. I'll be back in a minute.
Take your time .I would just request you to keep this chat window open so that we can stay connected while I am looking into your query.
ME: You really think I would close it after an hour? How stupid do you think I am?
KOMAL: I hear your frustration and understand where you're coming from. I'm so sorry you experienced that. We strive to provide a much better experience than what you've had today.
ME: It's not just today I've never had a totally good experience dealing with you people. Let's just fix the problem hmm?
KOMAL: I really apologize for the inconvenience caused to you be rest assured I am checking the details from my end and I will definitely do my best to fix it for you as quickly as possible
ME: I just want what I was promised. It's not rocket science.
KOMAL: Please allow me a couple of minutes to review your account. I really appreciate your time and patience with me.
ME: I'll be here
KOMAL: Thank you so much.
New Message KOMAL: Thanks for waiting [I wait for him to continue, you know, as in he doesn't need my permission like some puppy. Nothing] ME: so?
KOMAL: XXXX as I have checked that previously you were on by the gig sharable data plan which previously was for $15 . However, the charges for the Unlimited lines are $45 in third generation . What I can do for you is switch your plan back to By the Gig as I see that you average data usage is less that 1 Gb /cycle . That would help lower your bill. As per the revised prices you'll have to pay $20 for the line +taxes . And if you want to keep the Unlimited line I can help you lower the bill to 40 by upgrading the plan to fifth generation .
ME: No. That is not acceptable. Like I've told all SEVEN of you, I only did the major task of moving my phone over to Xfinity because I was promised unlimited for $18 a month because I was a long time customer. Do you really think I would go through all that hassle for $49 a month unlimited when I already had $35 a month unlimited. REAL unlimited? No, you guys can say good bye to my mobile service. I'm so angry and wish I'd never left Cricket. They have quick customer service, they are organized, they are here in the US and they're cheaper and better. I'm done with you guys.
KOMAL: XXXX It is great to see that you have been giving us an opportunity to serve you .You had choices and thank you for choosing Xfinity over others. As your data usage is less than 1 Gb and Xfinity also provides millions of hotspots across the country (Please refer the link http://wifi.XFINITY.com/ to check available hotspots ) , I'd suggest you to switch to By the Gig plan where you'll only have to pay $20 + taxes for the line and you'll still get unlimited text and calls under this plan also.
ME: No. I'm not compromising. I either get what I was promised or I'm gone. I would NEVER have switched to Xfinity if I knew you'd start monitoring my usage on an UNLIMITED PLAN. That was the deal. That is what I was promised. Unlimited for $18. I will not accept anything other than that. Period. End of discussion.
KOMAL: XXXX , Just to confirm, you were promised that you'll be getting an Unlimited line for $18 when you switched to Unlimited line on May 15 ?
ME: No I was promised that I would be getting unlimited for $18 when I brought my phone to you guys, over a year ago.
ME: And it has only been in the past few months that I've started getting usage warnings. Then the price went up… AFTER talking to you guys and being told it was unlimited for $18 and it was all fixed and done.
ME: Nope. You've all done enough damage, you're disorganized, you don't talk to each other, no one enters notes, no confirmations are provided to the customer in writing, even when we ask, BEG for it. We have to "trust" that you did what you said. I'm so over it.
KOMAL: XXXX, I totally understand your frustration . However here in your account history I see that you were previously on By the Gig line that's why you've been paying $15+ taxes for the line all this time and you recently switched to Unlimited that's why your bill increased to $45+taxes
ME: I should not have been "switched" to what I was already supposed to have. I don't care what your notes say. As I stated, I've been going through this nightmare with you people for months. I know what I was promised. If what they offered was indeed by the gig, I was never informed of this. They assured me that I would get unlimited. It was a ruse to lure me into switching providers. That is a nasty thing to do. Then when I was close to going over for the first time, I finally became aware of my plan.
ME: I trust too easily. That changes now. If you don't get it in WRITING, don't do it. Lesson learned.
KOMAL: XXXX I sincerely apologize for all the confusion . I understand your side as I am a customer myself and I'd feel the same if I had faced the same issue .
ME: I only wish there was another internet company I could use in my apartment, then I could completely leave Xfinity once and for all. But no, Xfinity has a monopoly here.
