This is my package from March 17, 2026, below. I had it for years! I was paying 293.17 a month. I was deceived by the Loyalty Dept.

I explained to Chris in the Loyalty dept that I did not want to lose any of my 185 channels.  He said he could lower my payment to 251.00 a month.  I agreed, but I never received a confirmation email regarding the change, I have proof and the email link never came through on my phone for me to confirm.    

 

The next morning, I noticed I was missing Fox news, Westchester news plus other channels.  I called XFINITY again and it was only 12 to 13 hours later and was told I had to pay another 8.00 for the FOX NEWS.  I then noticed more channels missing.  I called XFINITY again highly frustrated and was told I was DROPPED DOWN TO 50 channels. That agent then forwarded me to the retention department and said they could reinstate my package.  That was also not true, because she did not do that.  I was very ANGRY.   Also, when speaking to the Loyalty Dept, Chris I explained that I had a loyalty credit until 7/2026 and I didn't want to lose it.  He said I would not, but I did. As the retention department confirmed this to me.  I spent hours on the phone with her trying to get back my 185 channels and my prior package as the same time.  She could not reinstate this.  I said you need to go back to the recording on 3/17 at 8:15pm est and listen to the taped recording.

 

I was so angry so they forwarded me to the Retention department and said they could reinstate my grandfathered promotion I had for YEARS.  I spent 3 hours on the phone and I kept saying to the rep that I WANTED BACK MY OLD PROMOTION AND SHE WOULD NOT GIVE IT TO ME.  She said I had to now pay 303.00 for my 185 channels.  I said the guy in the loyalty department lied to me and removed my services.  I will take this to better business and FCC if this cannot be resolved as I want back my old package.

 

She said she fixed me on the last call, however, I'm still missing stations, specifically News 12, Westchester and a sports channel number I don't have at the moment.  I want back my old package of triple pay at 293.00 minus the 20 off for paperless and MY LOYALTY fee back.  I've been with xfinity for 24 1/2 years and highly frustrated and will take this forward to whoever will listen as I was deceived.

 

I had done business in the past with the loyalty department and they were excellent years and years back.

 

Also, my Mom's Comcast service was also downgraded without proper discussion on the phone.  I lowered her price, but lost all of the news channels.  I will address this issue as well once I'm done here.  Please advise.