Bait and switch

Hello Mr. Karinshak and Mr. Brewer,

I am reaching out as concerned customer to ask that your agents are more equipped with knowledge to help your customers. I was blatantly lied to on the phone after spending almost 2 hours on phone during my workday. After my two year rate guarantee was complete, my bill was going to increase by $66 so I called to see what could be done to reduce the cost of my home Internet. I was told NO changes would be made to my plan and she could set me up with another 12 month contract at $100 per month which I agreed to. Although the increase was still going to be $10, it was surely better than $66. I was given verbal confirmation over the phone in which I had to accept. But when the call was over, and I received the confirmation email, it showed that I had a service removed (gigabyte extra), which was going to lower my gigabytes speed from 1200 to 1000. I work from home and my Internet speed is attached to my livelihood. I called back to ask why they would've done that to me but instead was met with a condescending employee that blamed it on me, yet alluding to prior agent just not knowing better and told me if I wanted to add it back it would be $10 extra per month. I now have been waiting for a manager to call me back with no expectation that somebody can help. I am reaching out via email as I believe these issues still need to be seen. Bad services practices make for unloyal customers as I no longer have the same respect I once had. You hear about AT&T doing things like bait and switch to their customers, but I never thought it would be Xfinity as I hold your company to a higher standard.  I am asking, I should be given what was verbally told to me this morning. Please if someone can reach out and assist me. This is well beyond the $10 and more about the principles of your company from a service and customer retention perspective. Thank you for your time.