Chat Agent took Advantage

I chatted with an agent on 7/18/24 about whether a streaming app was included in my current package. Instead of answering that question, she begin to upsell me on switching my home phone to a cellular number and saving $40.00 per month on my Xfinity bill.  We chatted a while and since we didn’t need a third cell phone, she said I could get the same $40.00 off by switching home phone to a iPad data line.  I decided to do that since we don’t use the home phone anyway. 

She added the cell line, which she didn’t switch my home line for.  Once that was activated, she informed me that she would have a resource agent call me and “repackage” my service into just a TV and Internet setup.  I inquired again about the actual reason I called and she said she had pit in a ticket and support would email me within two hours to let me know it was fixed.  Only problem she named the wrong streaming service. I did correct her and she advised she submitted that ticket. 

Long story short, support never contacted me to say anything was fixed.  The agent that called me to “repackage” my service had no idea what I was talking about. That telephone agent switch me to a mobile agent who also had no idea what I was talking about… and then switched me to a third telephone agent who again, had no idea what I was talking about. But she did inform me, for the first time, that if I remove my home telephone I would be ‘repackaged” into a new plan that would have substantially fewer premium channels than my current package. Oh, wow… there is that $40.00 per month savings!  Unless, I wanted to add the channels I would lose on the change - then I would be paying substantially more per month than I do now.

Of course I didn’t make the change and left my plan as it is… but got a brand new data line for $20 per month extra..  I don’t like being taken advantage of. The agent could have informed me that if I did what she offered, I would lose multible premium channels. She did not.  She was only interested in the upsell. I hope this is not how she is making her upsell quota, because it’s a [Edited: "Language"] way of doing business.