Comcast not acting in good faith not honoring the agreements they made

I’ve been a loyal Comcast customer for many years, using a TiVo box with a Comcast CableCard for over 10 years without any issues. I also purchased a lifetime warranty for my TiVo. However, in January 2024, my screen suddenly stopped displaying channels. I reached out to Comcast and spoke with several representatives, none of whom could explain why my service had stopped working. Instead, they offered to replace my TiVo box with a Comcast box—at an additional cost—despite the fact that I had been using the CableCard service without charge.

I explained that I didn’t want to pay extra for the same service I had been receiving, but Comcast continued to send technicians and replace CableCards, none of which resolved the issue. After nearly a year of ongoing problems, a technician finally visited my home and informed me that Comcast no longer supports CableCards and has phased them out. When I pointed out that my service had been functioning without issue for over a decade and that I had not been notified about this change, the technician simply shrugged and said, “I’m a technician; it’s not my problem,” before leaving.

Frustrated, I spent several more hours on the phone with Xfinity customer service, explaining the situation repeatedly. I spoke with a representative who appeared willing to resolve the matter. We discussed several options, including the possibility of buying out my lifetime warranty or receiving a one-time or monthly credit. After holding for a considerable amount of time, during which the conversation was recorded, the representative assured me that I would receive a Comcast box at no extra cost, and that I would not be billed for it. When I asked for clarification on the duration of the offer, the representative confirmed that the box would be provided for as long as necessary. I also requested confirmation in writing, to which the representative assured me everything would be documented and guaranteed.

A few days later, the same representative followed up and confirmed that the agreement had been finalized. He assured me that the box would be shipped to me within 3-5 days. However, after a week with no box, I called again to check on the status. I was told no box had been sent, and I was given an explanation about promotional codes. I explained that the promotional codes were irrelevant, as I had already finalized an agreement with Comcast, and was  then transferred multiple times.

Eventually, I reached a customer care representative who, after reviewing my account and listening to my story, agreed that I should have received the box. She reassured me that the box would be sent, or that I could pick it up at a local store. Once again, I clarified the terms of the verbal contract, asking if it would be documented and whether I would incur any charges. She assured me everything was finalized and that there would be no issues.

I picked up the box from the store, only to find that my other cable box no longer worked. I called Comcast once again and was told I would have to pay for a replacement. I reminded them of the verbal agreement I had in place, and I stated that anything less than the agreed-upon resolution would be unacceptable. After two more days of phone calls, I was finally directed to corporate, where I was informed that Comcast would not honor the offer made to me.

I explained that I had accepted Comcast’s offer in good faith, and that this agreement had been finalized through multiple recorded calls. I requested that they review the recordings as proof. The response I received was that “we have no way to do that,” which is completely unacceptable. Comcast made a commitment to me, and now I am being told that due to a system limitation, the agreement cannot be honored. This situation is both frustrating and unreasonable.

I am simply asking that Comcast honor the verbal agreement that was made, as it was a legally binding contract, and that this issue be resolved immediately.

Thank you for your attention to this matter. I look forward to your prompt response.

Sincerely,