Upset customer

To whom it may concern,

We are extremely disappointed in the services we have been provided through Xfinity. We were promised services that apparently were a blatant lie and we have screen recordings of proof to ensure we confirmed on our end our understanding. All we wanted to do was lower our monthly payments and when we were confirmed to do so, we have just recently learned the bill is actually INCREASING. This is absolutely unacceptable and we want it rectified immediately or we will have to leave Xfinity. Below and attached you will find the order of events and screen recordings backing this information up. 

April 25, 2024- we reach out via the chat feature to lower our current ($293/month) bill. We had a triple play option that is no longer offered to new customers and were told multiple times before in stores that it was a good plan and to remain in it. This is why we wanted to confirm we would get the SAME services should we switch. We were told if we remove the landline we do not use and add Xfinity mobile we would have two bills going forward (for the same exact services for WiFi and cable you will see us confirm this multiple times). For $172 (WiFi and cable) and $22 (mobile). We thought this was a no brainer as long as everything remained the same and the agent assured us of this. 

May 5/May 6, 2024- we receive the mobile device and activate it as we were told this was all we had to do on our end. 

May 18, 2024- we go to watch a show on Netflix and are told to provide updated payment. We had Netflix through our plan so we were confused. We noticed our upcoming bill was still for $293 so I chatted an agent. The agent explained how Netflix should still be included but since it is third party they will reactivate and should be ready within 30 minutes. Then sent us an updated bill of $307 for our CURRENT offering with a $30 discount due to bank account and paperless ($287 all shown within recording). And said the $172/$22 bills would be generated for the next billing cycle. I waited 30 min after chat and Netflix still wasn’t activated. I gave them the benefit of the doubt and waiting for the next morning. 

May 19, 2024- I tried to watch Netflix again and got the same payment method needed. I then called an agent (we used the chat feature because the call feature automation really wasn’t helpful and continued to not let me speak to an agent). The first agent was able to see all chat notes but unable to reinstate Netflix so escalated me to someone else. The next person was extremely helpful in telling us that what was promised by the chat agents could not be achieved by her and to go into the store in person to show them what was promised. She did say she could lower our price to $267, but we were extremely frustrated with the lies we were told previously. Not her fault, but extremely disappointed as customers. We go in person to the store and they told us this is not the first time this has happened and the chat agents make commission for selling phones. We were then led over to a video chat person within the store and we really could not hear her that well. The agent over video chat tried her best to honor the promised lies told to us via chat but was unable to. She was able to send us a return label for the phone as we were fed lies on that. 

Our problem is we had a great plan and it looks like now after asking for our payment to decrease it has actually INCREASED for less services. We confirmed and reconfirmed our understanding of the services and were lied to TWICE by two separate agents it seems. As loyal customers we are asking for this to be rectified and for our payment to be lowered to what was promised as we switched plans under the assumption of getting the same services for that price. Please let us know as soon as possible as we are willing to look elsewhere and really hope to not have to. 

Account number: [Edited: "Personal Information"]