Customer Service Chat Incompetence and Lies.

On 2/22/2025 I spent a few hours trying to get to a lower plan.    After being bounced around on chat and phone, I finally was confirmed I would be subscribed to the 20$ internet essentials plan and was even given a confirmation number.

On 03/04/2025 I chatted with Xfinity customer service to find out the status of my request since the bill hadn’t been prorated and I didn’t get a notification.  So eventually after much bouncing around, I was told there were requirements to get on the internet essentials plan.   Definitely feels like a bait and switch.    After I pointed out this hadn’t been brought up back when I tried to change plans on 2/22/2025 I started to get bounced around between billing and internet essential customer reps.  Eventually after much frustration I landed on one who indicated I was eligible for a 30$/month 100mb internet plan in my area and supposedly did the work and once he implied it was completed, he transferred me immediately to another agent.  This new agent did not see this new plan and told me the 30$/month for 100mb was not available and when I asked to see a supervisor he seemingly impersonated one to talk to me.  (John Supervisor).

At this point:
- I have evidence of all of the above in writing.  
- Xfinity’s customer service seems to make promises and make you believe they can and have done something when they have not.  
- Xfinity wants to charge me at this higher rate even though I was told I was switching to a lower plan back in 2/22/2025.  So this is definitely not okay.
- Xfinity chat customer has no problem wasting their customer’s time and making stuff up including impersonating a supervisor.

What I want:
- Xfinity to provide similar service to internet essentials at the same price of internet essentials for a year.
- Xfinity to prorate my march bill to this new rate.  It is due to their incompetence and dishonesty that I have remained on the current plan.