Failure to Honor Quoted Rates XFINITY MOBILE

I am submitting this formal complaint against Xfinity/Comcast regarding misleading pricing information provided by one of its sales representatives when my family transferred our wireless phone services to the company. When we initially decided to switch our phone services to Xfinity MOBILE, we visited the company and spoke with a sales representative named Gaby. During that conversation, we specifically explained my financial circumstances. I am on a fixed income and receive government assistance, including food stamps and Medicaid. We made it very clear that affordability was extremely important and that we needed to know exactly what my monthly expenses would be before agreeing to transfer her service.

Gaby(sales rep) provided us with a breakdown of the monthly charges and explained the pricing we could expect. We were informed that my phone phone line would cost $45 per month. We were also informed that we would qualify for a free additional phone line. Based on those representations, we decided to move forward with transferring our services to Xfinity and bringing over another family member’s phone line.

Unfortunately, after the services were transferred, we discovered that the information provided to us was not accurate. My phone line is being charged $55 per month instead of the $45 monthly rate that had been quoted to us during the original sales conversation. We also discovered that the additional phone line we were told would be free was not eligible for the promotion because I participate in Xfinity’s Internet Essentials program. We were subsequently informed that the promotional discount was not available to Internet Essentials customers. This is particularly frustrating because we explained my financial situation before agreeing to switch. My participation in Internet Essentials was not something that was hidden or disclosed after the fact. It was part of my existing service arrangement, and we were seeking affordable phone service that would fit within my limited budget.

We since have visited the store to resolve the matter and tickets have been opened up but they have been denied because nobody is able to do anything about the price we were informed from the beginning. The only thing they are trying to do is give us a one time credit and that should basically resolve the misrepresentation we were given by the sales rep. Although I appreciate the acknowledgment and the offer of a credit, this does not resolve the underlying problem.

We have spent considerable time visiting stores, speaking with employees, communicating with management, and attempting to resolve an issue that originated from incorrect information provided during the sales process.

I respectfully request that this matter be escalated beyond the local store level and reviewed by someone with the authority to make a permanent account adjustment, issuing a one-time credit is a temporary workaround because the team lacks the proper tools to address the underlying issue permanently.

I am not requesting special treatment or asking Xfinity to disregard its policies. I am asking the company to take responsibility for the inaccurate information communicated by its representative and to recognize that we made a financial decision based on what we were specifically told.