Double bait and switch

So my Comcast bill jumped by $20 this year. Every year the amount increased gets higher and higher. So I went to the Xfinity mobile app to chat with someone about possibly lowering my bill. I thought the chat went well. The agent informed me that if I switched my phone from Comcast landline to Xfinity mobile I could get a free Google Pixel 8 and a $40 decrease in my total bill. I confirmed that it would keep my cable and internet package exactly the same including Netflix. He said yes. That sounded great, so of course I wanted to do that, but oh now, the Pixel 8 is out of stock and it should be in stock the next day. They will notify me tomorrow when it’s back in stock. 

Tomorrow goes by and nothing, so the day after I go back to chat and inquire about it. This time the agent says, yes the Pixel 8 are in stock, but… he says that promotion ended yesterday. I never got notified yesterday. This new agent says they do have a promotion to get a Samsung Galaxy A15. Galaxy phones are great, but the A15 model according to reddit is a junk phone, much worse than other Samsung phone’s made over a decade ago and doesn’t even compare to Google’s flagship phone. I was extremely disappointed, but I wasn’t in this to get a phone, all I wanted to do is lower by bill. So fine I said, I’ll take the Galaxy A15 and again confirmed I’d be saving $40 overall and I get to keep my exact same cable and Internet package. The agent said yes. He informs me that they will ship me the Galaxy phone. Once I receive it chat again to complete the process.

So a week goes by and I receive the phone. I set it up to transfer the landline and then go back to chat with an agent. I explain everything and this agent says oh well actually it’s only going to be $30 savings and an additional $15 charge for mobile. Every agent before him confirmed $40 savings include mobile costs. He apologized for the previous agents being liars and said he will take this up with his supervisor, but his supervisor isn’t available and to chat again 2-3 days. He said he will make a note in my account.

A few days later I go to chat again, explain everything again. This agent says yes $40 saving including mobile is what I will receive, but he can’t do it right now because my landline transfer is still going on. Eventually I get the email saying the transfer is complete. I go to chat again, they say it’s not done yet, but this agent still confirmed the $40 lower bill, though this time I don’t need to do anything further on my end. Great, or so I thought…

So during the weekend I got an email from Netflix saying my account is on hold due to payment. I get my Netflix through Xfinity, they pay for it in my cable package. I open the Xfinity mobile app, chat with an agent explain everything. This agent tells me that my Comcast bill has actually increased by $4! I’ve been trying to lower it for weeks and the exact opposite has happened. He then goes on to say he is experiencing technical difficulties so he can’t help me any further and will connect me to phone support.

The phone call went as well as these chats have been going. I explained everything, told her about the note made in my account. At first she said accounts don’t have notes, but eventually said yes there was a note in my account. Then she said she couldn’t do a $40 discount, but eventually said yes she can do that discount. I asked her to confirm Netflix is included, she said it’s not, but eventually said that it is. She sent me a link to approve the new bill. As soon as the bill approval page loaded, she offered a galaxy smartwatch. I declined the watch and looked over the new bill instead.

During these chats with Xfinity, they’ve continued to confirm that I get to keep my existing cable and internet package including Netflix, and by switching from landline to Xfinity mobile, I would save $40 including mobile costs. I tried to explain to her the new bill to approve did not reflect this. It is very obvious that it is not the same, but she said that it is the same. The package names are different, less channels, no Netflix, small internet data cap, but she continues to say it’s the same package as I’ve had before. Then she says this is just an approval to just approve it. We go back and forth for a while, finally she admits it’s not the same. She apologized for lying and everyone being a liar, but that was pretty much the end of it.

So here I am asking for help. I tried to lower my bill. My results so far are some new bill that I never approved that actually costs me more and no Netflix. Please help!