Reps lying to customer

I am writing to formally complain about the repeated misinformation and conflicting statements I have received from multiple Xfinity representatives regarding my past-due balance and installment plan.

I have spoken with six different Xfinity representatives, and I have repeatedly been given inaccurate and contradictory information about whether I was enrolled in, or eligible for, an installment plan.

I was initially told that I was on an installment plan. I was later told that I did not qualify for one until October 1st. Then, on September 29th, I specifically contacted Xfinity again and was told that yes, I was on an installment plan for my past-due balance of $444, and that I only needed to pay $263 by October 4th to remain in good standing under that arrangement.

I relied on that information.

I paid the $263 on October 2nd, specifically because I had been told that this was the amount required by October 4th under the installment arrangement. After making the payment, I contacted Xfinity again to confirm that everything was in order. I was then told that I am not on an installment plan, that I do not qualify, and that I am now expected to pay the remaining balance in full.

This is unacceptable.

I made my payment based directly on the information provided to me by your representatives. I should not be penalized because Xfinity representatives provided me with conflicting or incorrect information on multiple occasions. I did exactly what I was instructed to do, and I made the $263 payment within the deadline I was given.

At this point, I am requesting that Xfinity honor the installment arrangement that was represented to me on September 29th and maintain my service under those terms. I am not asking for a special favor—I am asking Xfinity to stand behind the information its representatives provided to me and the payment arrangement upon which I relied.

I also request that the account notes and recordings of my previous calls be reviewed to verify the information I was given. There should be a record of these conversations and the representations made by your representatives regarding my eligibility and installment plan.