Xfinity Representative Promised $45/Month, Then Refused to Honor Agreement After I Authorized Plan Change

On October 28, 2026, I contacted Xfinity because my monthly internet bill had increased from $49 to $59 for 150 Mbps service. I had been a customer since October 2024 and simply wanted to restore my previous rate or find a less expensive plan.

What followed was an extremely frustrating experience involving repeated promises by an Xfinity representative that the company is now refusing to honor.

The original offer

During an extended chat, Xfinity representative Jayant offered me 300 Mbps internet service for $45 per month for 12 months, consisting of:

• Base internet price: $80

• Promotional discount: $15

• Autopay discount: $10

• Additional recurring loyalty discount: $10

• Final promised monthly price: $45

Jayant repeatedly confirmed this pricing, and I agreed to proceed.

The misleading authorization process

When Xfinity sent me the link to approve the plan change, the authorization screen showed $55 per month, not the agreed $45.

I immediately questioned the discrepancy and expressed my discomfort with authorizing a transaction at a price higher than what had been promised.

Jayant specifically instructed me to approve the $55 transaction first, assuring me that he would apply the additional $10 recurring loyalty discount afterward.

His exact words were:

"Yes, I can confirm that you will receive the $10 discount once you approve it."

After I authorized the transaction, he stated:

"I have given you the $10 discount."

He subsequently assured me:

"It will automatically get you your $10 every month, as I have applied for it."

He even stated that he had provided a $12 discount because of my concerns.

The actual result

After completing the transaction, I received an order confirmation showing the full $80 internet price without itemizing any discounts. My Xfinity account subsequently displayed an estimated next bill of $52.81, rather than the agreed $45.

I contacted Xfinity again on October 29 to obtain clarification.

The second representative confirmed that my plan was actually $55 per month and that the additional $10 recurring loyalty discount had not been applied.

Despite my having the entire original chat transcript documenting Jayant's repeated promises, the second representative dismissed the matter as a "miscommunication."

The representative explicitly stated:

"There is no additional recurring loyalty discount of $10 that Xfinity is providing."

I was then told that supervisors have the same tools and access and could not offer anything different.

The proposed resolution? A one-time $10 credit.

Why this is unacceptable

This was not a simple misunderstanding about pricing.

I specifically identified the discrepancy BEFORE authorizing the transaction. Rather than correcting the price, the representative repeatedly assured me that the promised discount would be applied afterward and instructed me to proceed.

I relied on those representations when agreeing to change my internet service.

Xfinity is now refusing to honor the very terms its representative used to secure my authorization.

The difference amounts to $120 over the 12-month promotional period. While the dollar amount is relatively small, the principle is important. Customers should be able to rely on explicit pricing representations made by Xfinity's own employees.

Requested resolution

I am requesting assistance from an official Xfinity employee who can escalate this matter to Comcast Executive Customer Relations or another department with appropriate authority.

I am seeking:

1. Enforcement of the promised $45 monthly rate for the full 12-month promotional period, or an equivalent $120 account adjustment.

2. Written confirmation of the agreed pricing or the equivalent remedy.

3. A review of the original October 28 chat transcript and the representations made during the authorization process.

4. A formal escalation and case reference number.

I have retained the complete October 28 conversation, the subsequent October 29 conversation, and the order confirmation.

I am not asking Xfinity to invent a new promotional discount. I am asking the company to honor the specific offer its representative made and repeatedly confirmed before I authorized the transaction.

Can an official Xfinity representative please escalate this to Executive Customer Relations rather than directing me back to ordinary billing support, which has already refused to resolve the issue?