Help please: Stuck between a rock and a hard place due to blind trust in Xfinity agents

TLDR: I blindly trusted Xfinity agents and approved them to change my (actually perfectly fine) plan at $50/month to one at $70/month, all the while with the agents telling me false/inconsistent information and reassuring me that it’s fine, until I found out too late after the order has been processed. Management is unresponsive and other agents were unwilling to check chat and call transcripts. What can I do at this point?

Here’s the timeline of what happened

- Sept 10, 2022:

  - Noticed that my wifi had been consistently slow for at least two weeks. I called Xfinity about this hoping to get it fixed. While troubleshooting, the agent said that my internet plan was expiring on Sept 13 (Blast Pro+ for 400Mbps at $50/month) and offered to change it to a 600Mbps plan at $65/month because the 400Mbps plan is no longer offered. I trusted her that my plan was actually expiring on Sept 13 without checking it myself—why would I suspect that she was lying? I later found out by checking my last bill that my Blast Pro plan was in fact not expiring until Jun 23, 2023.

  - While still on the phone, that agent sent me an order to approve which said $75/month, which I pointed out to her wasn’t the $65/month that she was saying. She said it’s okay and that it showed $65/month on her side, that she guarantees it’d be $65/month and I should approve the order anyway. I didn’t want to go below my current plan of 400Mbps (which apparently isn’t offered anymore) so I agreed.

  - On the slow wifi issue, the agent did some troubleshooting and said that a technician will need to come and check the wiring, and she said she scheduled an appointment for me the morning of Sept 13. I again did not double-check in my account that the appointment was truly scheduled—again, I didn’t think it was necessary to suspect an Xfinity agent’s work so I just trusted them.

- Sept 13, 2022

  - I stayed home even though I usually work from an office so I could be home when the wifi technician arrives. I wait all morning, and at around 11am (the last agent had said a window of 9am-12pm) I decided to contact support again just in case.

  - This second agent confirmed that no technician appointment was scheduled for me for that day, despite the fact that I disrupted my usual workday to stay home for this. I was thankfully able to get one scheduled for that afternoon after all, but that misscheduling was a surprise to me as I had totally trusted the professionalism of Xfinity agents prior to this.

  - The online chat agent for whatever reason also said that he could upgrade my plan to 900Mbps while making it even cheaper ($60/month). He sent me an order that said $70/month for 900Mbps and I pointed it out to him like I did for the first agent, that the price of the order I’m approving doesn’t match what he was saying. He also said it’ll be alright and that he’s seeing $60/month on his side, which I assumed was the same system blip that I probably had with the first agent and I approved the order without suspecting the agent yet again. I asked for confirmation emails of the internet speed and price, but he was only able to send me one for 900Mbps at $70/month, saying that the price will be updated to $60/month once the order is processed and that he couldn’t do more right now. Still not realizing that the first agent had already lied to me about my plan expiring on Sept 13, I continued to trust these agents and did not do work to double-check.

  - At this point, the technician has fixed my home wifi had suggested that now the wiring is fixed, but the wifi download speed wildly fluctuates due to my Netgear modem being broken (in use for 2-3 years). He recommended a DOCSIS3.1 modem because I mentioned that my plan was changed to 900Mbps. I bought a DOCSIS3.1 modem, based on the trust that I had in what the agents had been telling me.

- Sept 14, 2022

  - After still not receiving a confirmation email on the plan change and not being able to view my plan in my account due to an order being in progress, I contacted support again. I was worried about the plan’s speed, pricing, and term since I never got either of the agents’ promises in writing.

  - This third agent I connected with confirmed that my plan is 900Mbps and that in fact it shows as $50/month on their end. I confirmed a few times with them and they said yes, don’t worry but that is what they see on their system. They said that I’d be able to see this in my account once the order is processed.

  - After I disconnected with the third agent, even though I declined the Flex Box with all the agents I have spoken to, I received an email saying that my Xfinity Flex equipment has shipped. This is annoying as I need to go return the box since I told each agent that I have my own streaming setup and don’t want additional hardware. This unapproved shipping of the Flex Box to me was annoying because I had explicitly declined it so many times already.

  - After disconnecting with this agent, I went to check my last bill for my previous internet plan, and this is when I realized the first agent either lied to me or made a mistake about my original plan expiration—my Blast Pro plan was in fact in a 24-month term at 400Mbps and $50/month until June next year! Annoyed at this but reassured by the third agent saying that my new plan will end up being the same price as my current plan, or at least $60/month as the second agent had promised. I decided to wait for the order to be processed.

- Sept 15, 2022

  - I receive an email saying that my internet plan order has been processed. I go to my account, and I see that my estimated bill is $70/month for 900Mbps, not $50 or even $60/month as the third or second agent had respectively said.

  - I contacted support and they said that indeed the 900Mbps plan is $70/month, a whole $20/month or $240 per year more than my previous one, and that is simply how this plan is and that I possibly misunderstood the previous agents or that these agents were all wrong. They said there was no way to go back to my old plan that should have been valid till June 23, 2023.

  - I asked to speak with a supervisor on this. They put me on hold for 20 minutes and still no supervisor.

  - I then asked to speak with a manager. My agent said she passed along my information to the manager and that he would contact me by phone, text, or email soon. It’s been almost the full workday and nobody has.

At this point, I’ve spent so much time talking to agents, bought a DOCSIS3.1 modem instead of a DOCSIS3.0 one because I anticipated a 900Mbps plan at the same price as my old plan, and I am now forced to pay at least $15/month extra for the 600Mbps plan because I was erroneously duped into changing plans by the first agent and the old 400Mbps Blast Pro is no longer offered.

This amount of either lack of training or straight out deceit is unacceptable and ridiculous. Not only did each agent give me inaccurate information, but they were also inconsistent with one another.

I no longer trust the Xfinity support crew and will from now on always reject any offers unless the order explicitly says the same thing as the agent.

I don’t know what I can do at this point and don’t know if I can be satisfied with the customer support unless something can be done to reflect the original promises these agents have given me or move me back to my old plan.

What can I do at this point?