Visitor
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1 Message
Xfinity agent changed my Plan Without my Consent
Feb 20 2026 I called in to Xfinity customer service to state my Peacock service was not working- she changed my entire plan without asking me!! No text approval no verbal recommendation..nothing. I told her I was very aware x1 preferred plan I was on I was was grandfathered in and I was happy with” she agreed and said yes she agreed there was not a more cost effective plan, she got the Pecock working and apologized and said she Would credit my account $40 because I was on the phone so long.
I just received my Feb bill today and I see she removed my x1 preferred pro plan on Feb 20th… and added some other Plan Without my my approval or consent.. I’m on the phone with customer service and they are stating they can’t reverse it… they have opened it a ticket to request it be reversed and back as it was before Jan 20th
this is not ethical and absolutely unacceptable business practice
please contact me ASAP to correct this and reinstate my X1 preferred pro
thank you
XfinityQuemekia
Official Employee
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909 Messages
3 hours ago
Hi there @user_lllkww, I want to sincerely apologize for your experience. What you’ve described is absolutely not our standard practice, any plan change requires your digital or verbal consent. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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