Today’s experience with Xfinity

I’ve never written an email to complain, but I felt compelled to address the most unacceptable customer experience I’ve had with your company.

My husband and I have been loyal Xfinity customers for years. We’ve had all our services (mobile, internet, and TV) with you, and we were even considering adding our home security to the bundle.

Recently, we received our April bill and noticed a significant increase of $35 to our monthly bill. We decided to visit the nearest Xfinity store to inquire about the reason behind the increase.

We were met by an unhelpful individual who informed us that the increase was due to economic changes and that there was nothing he could do to assist us. He suggested that if we weren’t satisfied, we should look for other service providers. I was shocked by the lack of professionalism and left the store, while my husband explored the home security options.

After returning home, I decided to call Xfinity customer service. I spoke with a representative for at least an hour and a half. She explained that our bill had increased because a promotional offer had expired. I asked her to investigate any other promotions that could help us save money. I told her that I wanted to maintain the exact same internet speed and TV package.

She suggested that we set up automatic monthly bill withdrawals from our account, which would save us $10 each month. She then offered an additional $10 discount per month after talking to a supervisor and for being a long-standing customer, which would bring our bill down to approximately $203 per month. She told me that was the best she could do.

I was pleased with this offer and requested her to provide me with the details. She suggested sending it via text message. She sent me a link to add my bank information and another link confirming the $203 amount moving forward. I don’t recall acknowledging the second link, but I was later informed that I must have done so. I likely inadvertently accepted it after seeing the $203 amount without realizing that the TV package was changed.

Later, I received an email summary of the changes made to my account. It was confusing, so I called the customer service number again. I explained to the young agent that the summary didn’t make sense and asked him to confirm that our internet and TV package was exactly the same as I had initially. He confirmed everything was correct and assured me that the summary was just sent out to reconcile the changes. He explained that my services were the same, except for the additional discounts that reduced my bill to $203 per month. To make amends for the inconvenience and poor service, he gave me a one-time credit of $20.

An hour later, my husband turned on the TV after work, and we discovered that all the sports channels were no longer available.

I contacted Xfinity again and spent another hour on the phone trying to figure out why we had lost the sports channels. Apparently, after speaking to the fourth agent, I was advised that the first customer service agent had changed our TV plan to a lower tier without informing me. While claiming she was giving me a discount and repeatedly assuring me that no changes were made to my original plan except for the discounts, she had actually changed it.

Now, I have lost all the discounts I had accumulated, and my bill will increase even more. I feel like I have no choice but to take my business elsewhere. I can’t believe how terrible this experience has been. The fourth customer service agent told me she was trying to revert my account back to its original state but couldn’t.

Is this how customers should be treated?

Sue