False Information and Pressure Sales Tactics by Xfinity Support

Yesterday, I contacted Xfinity to set up a payment arrangement.

• First contact: I called support and spent about 45 minutes with an agent who couldn’t understand me and couldn’t complete the arrangement. I was told to do it myself through the app or website, but it only allowed an extension until the 23rd, not the 31st as needed. The link the agent sent didn’t work, and I never received a call back.  Even tho, he said I’ll call you back in five minutes.

• Second contact: I used Xfinity chat. This agent extended the payment arrangement to the 31st, but incorrectly entered it for the full balance of $102.05 instead of just my past-due amount of $61.

• Third contact: I reached out again to correct the payment amount and to request a small credit for the repeated inconvenience. Instead of addressing my issue, the agent repeatedly insisted my promotional rate had ended that day and that I needed to sign up for a new promotion immediately, claiming that if I did not, my next bill would be $102. This was false, as my bill clearly shows my promotion is valid through March 2026. I repeatedly asked him to verify this against my bill, pointing to the relevant section on page 3, but he continued to insist it had ended. At the very end of the chat, when I specifically asked him to show where my promotion ended on my bill, he abruptly ended the chat, preventing me from accessing the transcript.

• A subsequent representative joined the chat.  Apologized and agreed that the agent’s behavior was unacceptable.  They also were able to confirm. My promotional rate does not end till 2026 of March.

This incident comes about a month after I previously reported similar pressure sales tactics to Xfinity corporate. The most recent experience involved false claims, deceptive sales practices, and unprofessional conduct.

I am requesting a formal response from Xfinity corporate and a resolution before deciding what further action I may need to take.

Thank you for your attention to this matter.