What happened to you? I'm talking to you, XFINITY, and anyone else who's been jerked around and scammed by your "Customer Service" LIARS!

Quit promising people things that aren't true, "offering" things that weren't asked for, and charging more for less. 

We were having a technical issue with our TV box for several days. I usually put off calling or chatting because every interaction takes at least an hour (check the transcripts, check the recordings, check the amount of time it takes to do ANYTHING!). I called "Customer Service" on May 21st. While trying to order a new box, the woman said "Oh, it looks like your bill is really high, would you like to save some money?" Of course, I said yes. She proceeded to ask me what channels we watch, etc. and said she could save us around $30/month by switching to a cheaper plan and keeping our most-watched channels, so I got off the call feeling thankful and great. On May 29th, our new plan went into effect.

We immediately lost essentially all of our channels, including local ones, and no longer had access to anything we had previously DVRd. Every channel told us we need a subscription and needed to upgrade. I called "Customer Service" again as soon as I could and asked to go back to the previous plan, previous payment, etc. Apparently, the plan we were on was no longer offered at the previous price, they couldn’t revert to what we had before, etc. Fast forward another hour and I got off the phone with a plan that still had less channels than what we had before but we are now spending MORE MONEY – for LESS CHANNELS. It became very frustrating because 50% of the channels we tried to watch would still give us the “You need a subscription, upgrade your service” message.

I had to wait until I had another opportunity to spend multiple hours on the phone or in a chat to deal with it again, so yesterday, I had some time in the morning and decided to get into a chat. Of course, the rep I was chatting with was reassuring me the entire time that they would be able to help me, etc. Fast forward another 2 hours that I wasted of my life, they did not help at all, except to say they could have someone call me. Another rep called me within 5 minutes, told me they could lower my bill by dropping my internet speed (again, nothing that I asked for or needed), and I explained to her that my husband and I both work from home, have 3 kids, and need as much internet speed as we can get. She seemed to be trying to help me but still couldn’t get us back to what we had before for the same price. If I wanted the same package as before, it would be $60 more per month than what we used to pay.

While talking to the many people I've interacted with to get absolutely nowhere, I kept hearing that I electronically consented to the disclaimer, which is so ridiculous because it doesn't say what exact channels you will have, it just shows your estimated bill and the new plan. When I'm talking to someone, especially on a recorded line, I assume I can take their word for what they're promising and if anything is incorrect, it will be corrected! But this was my fault, according to XFINITY.  So here I am today, paying more than before, for less channels, and feeling EXTREMELY FRUSTRATED at XFINITY, which is a company that we use for internet, tv, and mobile. I used to really like XFINITY. Even though it’s expensive, it seemed to be worth it.

Now, I’m trying to figure out how to switch all of my services because every time I call about something, someone is trying to talk me into things I don’t need and telling me it will all be fine and what I want. Watches, phones, tablets, new tv plans…where does it end? And these reps are completely lying to people and there’s nothing we can do about it. Someone should be checking these interactions, check the recordings, check the lies. Once we switch our services, we will not return.

Again, check the documentation, read through and listen to the HOURS I've spent dealing my this problem to get NOWHERE, everything I'm writing about is 100% true and accurate. What happened to you, Xfinity?