Deceptive Practices

Deceptive practices, also known as “bait-and-switch”, are prevalent with Xfinity/Comcast Customer Service agents per my recent experiences beginning 4/16/26! I have been lied to about 5 times regarding a new plan and its price when I didn’t even ask to change my existing plan!! I simply contacted Xfinity/Comcast because my WiFi went out on 3/16/26.

After trying to reach Customer Service by phone that day, with a wait-time of 30-72 minutes, then the option of an appointment 2 days later, I elected to try their Chat Option for the first time, only to learn later that Xfinity/Comcast can legally DELETE my text Chat (my only record of the chat), but keep their own record of it. Mohammed was my Chat Rep. After updating my WiFi connection, he said he would have a new modem delivered to my house. (I NEVER got it.) Then, he assured me that he could lower my monthly bill for WiFi and Cable. So I listened, always interested in saving money. He promised Disney + and Hulu (not explaining that there’s a ‘no ads’ plan and a plan with ads), and assured me I could keep Fox News. All for $161.43, about $22 less a month than my current plan. I agreed to it.

Mohammed lied to me! I quickly learned that I was not able to get Fox News on my iPhone or cable TV. After 4.5 hours over two days talking with 4 different agents from various parts of the world, day and night, frustrated with making no progress, I told one of them to just give me my plan back. I was told that plan no longer exits, and I replied that it’s a 5-year plan and I’ve only had it about one year! Eventually, I spoke with agent “Anne” who told me that they are not able to change the price of a specific plan and the plan Mohammed promised did not include Fox News and in order to add that (via Sports & News), the price would be $189.27/month. After my persistence, she was able to work with staff behind the scenes to arrange a credit to my account, every 3 months, of $83.52, so that I would essentially have the price of $161.43/month over a year’s time. Doubting this credit every 3 months was valid, Anne assured me that she would do it and that she has been an employee for 15 years, so to trust her. I asked for her employee identification number, but she avoided giving it to me.

Of note, I hate ads and would never agree to a plan with streaming apps that include ads, but that’s exactly what I got with Disney+ and Hulu, without disclosure!

Anne was also full of lies! On 4/7/26, I received my Xfinity/Comcast monthly bill and the balance due was $217.63!!!!

So, back on the phone I go and another 1.5 hours of my time, Sam insisted he couldn’t change my plan price. The only thing he could due was to give me a credit for the Wi Fi disruption of $59.14. I insisted he escalate this matter and give me a Case/Ticket number. After trying to say he couldn’t, he finally gave me a number. But, later when I checked my online account information, there were NO active ticket numbers!

My next communication will be with the FCC since these deceptive practices are against federal and state law. Also, I hate ads and would not have agreed to streaming apps that include ads.