Lied to by Live Agent so I would Renew Contract -have screenshot photo

On October 18, 2024, I connected via live chat with Xfinity Customer Service Representative Alex (actual name on screen) regarding renewal of my Xfinity home internet service contract. I stated I hoped it remain the same as it had been the past years, which was 300Mbps for $45/month. Alex stated that was possible and emailed me a contract to approve. Great! However, the contract he sent was for $66/month after a $10 discount. I pointed this out to him twice and he assured me, twice, once I approved the contract it would be finalized for $45/month. I doubted him so I took a screenshot photo of our live chat screen before I reluctantly approved the contract.

On October 21, 2024, I called and spoke to Xfinity Customer Service representative Mishan (actual name given) who informed me my new contract was 300Mbps for $66/month. I explained to him Alex had lied to me and I had a screenshot to prove it. He apologized, which made me think this is a common occurrence, and offered me 300Mbps for $60/month. I declined since this was almost the same plan as I felt I had been lied to about. He then offered me 150Mbps for $45/month. I declined because this was half the Mbps of service for the same amount I have been paying for -so a fairly hollow offer. I then asked to speak to his supervisor.

Supervisor Shurpee (actual name given) apologized and offered me 300Mbps for $50/month, final cost, stating it was the best she could do. I reluctantly agreed but approved the contract she emailed me.

Despite hearing many complaints about Xfinity I have been a satisfied customer for many years. However, this recent experience is entirely egregious and I am disappointed and unhappy. I am considering filing a complaint, with screenshot, with the Colorado Public Utilities Commission Consumer Advocacy Division and looking for alternative internet providers once my contract expires unless Xfinity can give me a reason not to!?