Deceptive and unethical business practices

I am writing to formally complain about what can only be described as deceptive and unethical business practices that I recently encountered with Xfinity.

On Thursday April 4, 2024, I contacted your customer service to inquire about servicing new address. I still live and have an active cable plan at my current address. During the call with the rep, I was offered a promotion for my current plan that purportedly would increase my internet speed at a discounted price, without affecting the rest of my existing cable plan. I explicitly sought clarification from the rep multiple times about whether my current channel package would be changed. Each time, I was reassured by your representative that my cable plan would remain unchanged, and this promotion would only affect the internet speed upgrade.

The following day, I discovered that all the premium channels included in my original plan were deactivated. Upon contacting your customer service to address this discrepancy, I was informed that the premium channels were no longer part of my package and that reinstating them, along with the newly promised internet speed, would result in a higher monthly charge than my previous arrangement. This was the complete opposite of what was explained to me by the previous rep. I was told that nothing in my cable plan would change, and now Xfinity customer service was telling me that is not the case and I would now being pay more money for the exact service I had previously. You can imagine my surprise and indignation at this information. It was especially frustrating to hear Xfinity acknowledge that I was given wrong information, but they had no intention of rectifying the issue.

Despite spending over an hour on the phone with various representatives, the best resolution offered was a one-time credit, which falls significantly short of rectifying the situation. It is apparent to me that either I was grossly misinformed by your representative, or this is a calculated strategy by Xfinity to mislead customers into agreements that are less favorable than originally promised.

This situation not only reflects poorly on Xfinity’s commitment to customer satisfaction and ethical business practices but also has directly impacted my trust in your company. I would like this issue to be addressed by offering me an adjustment on my monthly statement that reflects what I was told by the representative during the call on 4/4, that I would have higher internet speed, with no other changes made to my plan.

I feel very misled by this experience, and I have contemplated escalating my complaint to consumer protection agencies, as well as terminating my services with Xfinity. Furthermore, I must express my profound dissatisfaction with the opaque and cumbersome process Xfinity employs for lodging complaints. The absence of a direct email address for customer grievances and the inefficiency of the chat support system, where "live" agents circulated in and out without resolving my concerns, suggests a systematic barrier to effective communication. I hope that posting on this forum will earn me an "invite" to have this issue addressed.