Agent made unauthorized changes on my account and affected my bill and xfinity refused to put me back on my promotion plan

That is the biggest problem. There was no propose plan change is sent to my for review at all until I received an email. I wasn't even calling to change the plan. I didn't accept any new plan. Your agent made changes without my authroization. 

The follow up call with agent told that the previous agent was supposed to make changes on the another customer and accidently made changes on my account.  More importantly why would I change the plan when I just rolled into a new promotion plan in Jan 2026 $50 a month for 1G internet and I am happy with my payment and plan. Who can help me with putting me back on my promotation plan that I have. My promotion was exprinig so I sign up for new promotion in Jan 2026 as mentioned above. So please stop talking about I sign up for a proposed plan change which I didnt' 

Why would I make changes on my plan when I just started? Please don't give me an excuse when someone from xfinity messed it up. 

Certainly, I appreciate you providing those details and we can definitely take a look at the account to investigate this further. May I please ask that you send us a direct message with your full name and service address? 

• Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
• Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Does it even ncessary at this point? After spending so many hours of my time without a single resolution. All i get is the agent pretending working and nothing happen. at this point, I am planning to cancel the service. I don't have the time and lose patience to deal with Xfinity support. You just mentioned once rolled into new plan there is nothing you can do. But I didn't sign up for the new plan when I just had it in Jan 2026. I sent message too but no reponse. Other than telling me to wait on hold and then a few minutes later either drop the call/chat or transfer to another person

I knew it. I sent the direct message and no reply. You guys are just hanging customer out to dry. Unless you can solve it today. Otherwise, I am canceling your service tomorrow without ever signing up again. I am sick and tired of getting unexpected bill charges and make unauthorized changes to my account.