Account Questions - Not Happy
I've been a customer at various addresses for a number of years. I called customer service to remove cable TV because I wasn't using it, and to upgrade the speed on my Internet package. The customer service person tried to talk me into at least basic TV as well as phone service, but I declined them both, and I was pretty insistent that I did not want any cable TV whatsoever.
She asked about when I could return the cable box and I mentioned it would be returned this coming weekend, because the local cable office is a good distance from me, and I can't get there by its 6 p.m. closing time during the week. But I said I'd return the cable box this upcoming weekend.
I thought the package was a bit high, compared to what I'd seen online, but I figured maybe my area (Chicago) was a bit higher priced than some quoted prices I'd seen online.
I was surprised to see that the cable TV hadn't been removed within a few hours, that my account had been changed to automatic payments without asking me, that my new payment was contingent on my having automatic payments setup (which was not ever explained to me) and the same amount that was previously being billed (when I had the full cable TV package) was still on my account.
I went on the xfinitity chat to find out if it was just a delay in being set up, and after an extended period of time, the person came back on chat and told me "it'll be 7-10 days before the amount shows up on your account."
This seemed surprising to me and didn't seem right but I didn't think I was going to get anything else out of the customer service person so I ended the chat.
I went back to my account email that I'd gotten, which said my bill would be $83.00, and then clicked links to find out more details on my plan.
I found that the original customer service person had deliberately lied to me. I am still enrolled for cable TV and have been downgraded to basic TV, even though I specifically requested my cable TV service be canceled.
I'm still paying a $14.45 regional sports fee AND an additional Internet/Voice rental unit cost has been added to my plan, which I did not ask for.
What kind of dishonest garbage is this? It's false advertising. It goes exactly against what I specifically asked for in my call. It seems as if the original customer service person decided to just pick whatever she felt like adding to my account so that she wouldn't get in trouble for losing a customer from cable TV. I was surprised, at the time, that there was so little pressure on her end to stay with the cable TV and I wasn't getting the scripts I was expecting. out of her Now I see why.
Who do I talk to to get this fixed? I want Internet only. No voice. No cable TV. And no more games. I'm tempted to talk to the Better Business Bureau. This wasn't okay.