Visitor
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2 Messages
Deceptive pricing
I am writing to formally document a serious concern regarding my recent interaction with an Xfinity representative on April 9, 2026.
During a call lasting over an hour, I was attempting to resolve a billing increase of nearly $50. The representative assured me he could provide a 5-year price guarantee that would maintain both my current channel lineup and internet speed.
However, the initial agreement included a $30 monthly credit that expires after 12 months, which directly contradicts the concept of a 5-year price guarantee. This type of structure is misleading and raises concerns about deceptive sales practices. I declined that offer and clearly stated I expected a true 5-year price lock without temporary credits.
The representative then claimed to have found a promotion that met these terms. Based on his assurances, I agreed to proceed.
After the changes were implemented, I discovered that my channel lineup had been altered—despite explicit confirmation that no changes would occur. Because of how Xfinity presents channel information, I had to rely on the representative’s statements, which proved inaccurate.
At this point, I believe I was misled regarding both pricing and service terms.
XfinityKei
Official Employee
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2.3K Messages
4 days ago
@user_2c570a Thanks for bringing your lineup concerns to our attention. I'm sorry to hear of the issues you're facing with your channels. As a friendly reminder you can locate your current lineup as well as our additional lineups via our Xfinity App as well as online at https://www.xfinity.com/overview simply hover over TV&Streaming then click Channel Lineup. This will always show our current packages as well as the channels in each lineup.
When we send out the customer approval for account changes it shows the price, package and details before you agree and sign. The App also shows our current pricing for exiting customers as well.
If you have a moment can you check the lineup and let us know what package you were wanting?
With any deals and promotions we offer it includes temporary credits that will roll off once the agreement ends.
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user_am13o
Visitor
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1 Message
4 days ago
Same thing has happened to me every time I have spoken with an agent over the last 4 months. Each time I have been assured that the situation was resolved and each conversation/interaction nothing has been resolved and in the last instance things were made even worse. I am very frustrated and am ready to find something else...... The agents have all claimed to want to help, but unless they are all completely incompetent, they are just straight up dishonest.
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