Chat agent changed my plan without authorization.

I’m extremely disappointed with Xfinity’s handling of my account. A week ago, my phone service dropped while I was at work. I asked support if there was a network issue in my area, but the first agent simply pasted generic reboot steps — they didn’t help.

I contacted support again. The second agent asked me to follow additional steps to reconnect to the network. I told him that doing so would disconnect the chat, but he brushed it off and said I’d reconnect automatically afterward. Then, out of nowhere, he offered me a "free internet upgrade" with faster speeds as compensation for the inconvenience and sent me a link to accept it. When I checked the link, I saw that my bill would increase.

I told him clearly that I did not want any changes to my account. I was satisfied with my current plan and only needed help fixing the phone issue. But he kept pushing the upgrade, insisting repeatedly that it was free and my bill would remain unchanged. I kept saying no, but he wouldn’t stop. After exhausting myself trying to get him to listen, I went ahead with the steps to try reconnecting, which terminated the chat — and I didn’t return to it.

Later, I found the phone issue was due to my employer switching carriers, not anything Xfinity could fix. I let it go — until today. There was an internet outage in my area, and when I checked the app for updates, I saw my upcoming bill was suddenly higher. After service returned, I discovered my plan had been changed to 1Gbps — a change I never agreed to.

I contacted support again. The agent claimed I requested and authorized the change, which is absolutely false. I explained what happened the previous week and how I rejected the offer multiple times, but they insisted the upgrade was legitimate. When I asked to speak to a supervisor, I was told that a supervisor wouldn’t be able to help me because the agent had “the same capabilities.” Then I was left waiting endlessly with no resolution or callback.

Not only did they change my plan without consent, but they also removed my 24-month Black Friday discount. I’ve been scammed by chat agents who ignore real issues and pressure customers into unwanted upgrades claiming them as free and making changes whitout consent. 

Xfinity must restore my original plan and promotional rate immediately. I also expect action to be taken against these unethical practices. The hours I’ve wasted on this and the loss of trust are unacceptable. Your brand’s credibility is being wrecked by dishonest, manipulative support agents.

I hope this message reaches someone who can put an end to these abusive tactics and reinstate my account as it was before the unauthorized changes.