Complaint

I am writing to formally register my extreme dissatisfaction with the service, pricing integrity, and customer care I have received.

I was quoted a specific monthly price by Xfinity representatives on four separate occasions. However, when my billing arrived, that agreed-upon rate was not applied. When I called customer service to rectify this, I was informed that "no record" of the promised rate existed and that the issue was likely a "miscommunication."

Rather than resolving the issue, my call became an almost two-hour ordeal during which I was transferred repeatedly between departments. In the end, Xfinity failed to honor the original agreement. Instead, I was downgraded to a package with fewer channels for the higher price point—a completely unacceptable resolution.

Beyond the billing issue, the quality of customer support was dismal:

 Scripted, Robotic Interactions: Every representative I spoke with relied on rigid, automatic phrases, making the experience feel like talking to a computer rather than a person trained to solve problems.

 Lack of Product Knowledge: Representatives subjected me to excessively long, awkward pauses simply to check basic package details—information staff should know proficiently.

 Zero Accountability: No one I spoke to took ownership of the mistake or demonstrated genuine effort to fulfill what had been explicitly promised.

Xfinity’s current rates do not align with the subpar level of service being provided. Because of this experience, I am actively researching alternative internet and TV providers in my area to cancel my service.

Before I take my business elsewhere and file formal complaints with the Federal Communications Commission (FCC) and the Better Business Bureau (BBB), I am requesting a prompt review of my account recordings/logs to honor the original price quote for my full channel lineup.