Bait and Switch?

To whom it may concern: if that's anybody 

At this point I don't remember why I originally contacted you in the first time. The agent in chat told me that my router was not working at the same speed as my plan and that she could get me a. Xfinity Wi-Fi gateway at no extra cost. I said I switched to a Nighthawk gateway because I was paying $15.00 a month as rental fee for the Xfinity gateway and the Nighthawk paid for itself in 6 months. No worries, she said it would not change my bill, and I would get a Wi-Fi extender and two back up batteries at no cost. The back up batteries are what sold me on the idea as I live in a rural area, and the electric goes out several times a month. A few days later I got the Xfinity gateway and Wi-Fi units. I installed them the next day. I waited several days for the back up batteries to arrive, but they did not. I contacted you via chat and the next agent said, “No Worries that the warehouse was out but I could go to my local Xfinity store and get them” My local store is a 60-mile round trip. I got there and they told me they do not carry back up batteries in their inventory. They also informed me that it would cost me $60.00 for one and to my frustration I ordered one for my Xfinity gateway. The battery arrived several days later, and it does not work with Gateway.  The plug in part only works with the Wi-Fi extender. I again contacted Xfinity chat and I asked for what I was promised 2 battery backups for free and compensation for my wasted trip to local Xfinity store. The agent promised me 2 $40.00 credits one that day and the other one the next day. I was also told that she would send me a battery backup for the gateway. Several days later I did not receive confirmation of the backup being shipped or the second $40.00 credit. On Sunday May 24th, I again contacted you via chat. The first agent was giving me the runaround and the chat was disconnected. The next agent tried to send me to the local Xfinity store I explain I already tried that and that they do not carry batteries. She then told me she would send them a battery and email them about it. When I asked for a copy of the email the chat got disconnected, no surprise there. The 3rd agent said he was a supervisor and would take care of me that chat was also disconnected without a resolution. The 4th agent said she needed a few minutes to read the notes. Every minute I posted the time as it changes so I would not be disconnected, I was disconnected again. The last agent did not disconnect but did not resolve the issue. As I was chatting with her, Sam agent ID# 1676 from Xfinity called me and asked what my issue was. I was like you called me don’t you know? She said I request a call, But I never did. So, I explained everything to her. She then put me on a six-minute hold. She showed no empathy during the whole call. After the hold she told me that it would cost me $60.00 for another battery backup or she could send me some free Wi-Fi extenders that plug into an outlet.

I was beyond furious and demanded to speak to a supervisor. She told me that a supervisor would tell me the same thing and had access to the same tools she did. I informed her I worked at a call center as an agent and as a supervisor and knew that game. I told her not to put me on with another agent acting like a supervisor as I knew that game too. After a long wait where I had to ask if she were still there, she finally told me that a supervisor would call me within 24 hours. The whole thing started around 3 pm and ended around 6:30 pm.  It is now Tuesday the 26th and there has been no call back.

Today, when I tried to watch TV in my bedroom, I received an error message. I called the number on the screen and was told that my cable box had been disconnected and would need to be reactivated, which would add the $15.00 box fee back to my bill. I was also told there is now a $15.00 Xfinity Pro Internet fee. Is this how the gateway was supposedly provided at no extra cost? At this point, I do not know what to think, But I Know I will not be recommending you anytime soon. My account show that I have been a customer since 2017, it is actually long then that as I started a new account when I separated from my wife just FYI.

(edit PII)