Formal Complaint – Misleading Pricing, Incorrect Order, and Refusal to Honor Original Offer

I am submitting a formal complaint regarding Comcast’s misleading information, incorrect order processing, and unprofessional handling by both customer service and the retention team.

On October 29, I enrolled in a new plan after confirming with your agent multiple times that the monthly cost would be $60 per month, with no additional fees for changing my plan. Despite this clear confirmation, Comcast submitted an order $70/month for me, and I was charged additional fees.

When I contacted customer service about this, after reviewing my chat transcript, the customer service acknowledged that the enrolling agent gave me incorrect information, yet still refused to adjust the price to the promised $60. Instead, I was told I could only receive a one-time $10 credit, which does not resolve the issue and still forces me to pay an additional $110 over the one-year contract compared to the price I was guaranteed.

The experience with the retention team was even more concerning, the second staff member from retention Team did not even attempt to retrieve or review the chat history to understand what happened, just give me an illogical explanation—that the $60 is for my 11/2 bill. But 11/2 is my old plan, not the new plan. This explanation is completely unrelated to what the agent originally promised. She just simply repeated sent the incorrect $70/month order to me by email and tried to enforce it on me, even though she already aware the Comcast was the party at fault for the misinformation at beginning. This is unacceptable behavior, especially from a department whose job is to retain loyal customers.

What I request is simple, adjust my rate to $60/month for the full duration of the contract, exactly as originally promised by your agent. Refund all improper fees charged during the plan change. Provide written confirmation that these corrections have been applied. You have all chat history on your end, the transcripts clearly show what your agent promised and the inaccurate information I received. You can easily verify that everything I am stating is accurate. I have been a Comcast customer for many years, and this has been the most ridiculous and disappointing experience. I am honestly considering switching my all services to another company, because it is clear Comcast cares more about avoiding small financial losses than treating customers fairly.

If Comcast fails to resolve this promptly and fairly, I will proceed with filing formal complaints with the FCC, BBB, and my state consumer protection agency regarding misrepresentation and failure to honor quoted pricing. I expect a timely resolution.