Customer Dissatisfaction/Deceptive Practice

Dear Xfinity Customer Support,

I am writing to express my frustration and disappointment regarding my recent experience with your service. As a long-time customer, I expected better transparency and efficiency, but my interactions on January 6, 2025, were far from satisfactory.

I spent several hours of my workday and evening attempting to resolve an issue with my monthly plan. During my initial chat with one of your agents, I was assured that my plan could be adjusted to lower my bill without any changes to my current setup. I explicitly and repeatedly stated that I did not want to lose any of my premium channels, cable boxes, or other services. Despite these assurances, I later discovered that the agent had made unauthorized changes to my account, removing my premium channels, two cable boxes, and even my home security services.

Additionally, the agent informed me that I only needed to pay $230 of my past due balance as part of the adjustment, which further motivated me to accept what he presented. However, it became clear later that this was not honored, adding to my frustration.

The agent also stated that the lower rate required me to switch to a plan that included a phone line—something I neither wanted nor needed. This was not communicated clearly at the start of our conversation and felt like a bait-and-switch tactic.

When I realized the changes made to my account, I had to spend additional time contacting another agent to rectify the situation. It became clear that the initial agent had misled me. The subsequent process to restore my services—channels, boxes, and signal to two of my TVs—took more time and effort, resulting in a complete waste of an entire day.

To make matters worse, I was informed that the two cable boxes I needed to restore service would each cost $12, effectively negating any promised savings. My bill is now back to the original amount, making the entire ordeal pointless.

This experience has left me deeply dissatisfied. I feel misled, frustrated, and undervalued as a customer. Your agents' lack of transparency and disregard for my explicit instructions has shaken my confidence in your company.

I request that you:

1. Investigate the actions of the initial agent and take corrective measures to prevent such behavior in the future.
2. Compensate me for the time, stress, and inconvenience caused by this ordeal.
3. Ensure that my account is restored to its original state with no additional charges.

I have been a loyal customer for several years, but this experience has made me seriously reconsider my relationship with Xfinity. I expect a prompt and satisfactory resolution to this matter.

You may reference my account and interaction history from January 6, 2025, for verification.

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

*I have snapshots that I can provide regarding my interaction with your agents.