FCC Complaint - Misleading Customer Service Experience

As a loyal Comcast/Xfinity customer for over 34 years, I have never had a worse customer experience with any company in my entire life.  I’m still trying to decide if this whole thing was unethical or simply due to incompetence.  This will be much shorter than the version of this post that I spent 3-hours writing this morning that the Xfinity website somehow just “threw away”.  Another wonderful customer experience...

Basically, I just wanted to add the More Sports package to my current plan to get the NFL RedZone.  I figured I’d just add it through the app, pay the $10 additional per month, and watch some football.

What happened is I spent probably an hour on Saturday night fighting with the app before calling, eventually connecting with a human on the phone, and being told to “try again tomorrow”.   

Sunday morning, it still didn’t work so I jumped through the hoops to finally talk to someone again.  She said sure, she could help me add the package and if I didn’t use my landline, I could save $40 a month by removing it. And I could get the modem for free.  And the price was guaranteed for 5 years.  That sounded good, I asked her to confirm that I’d keep all the other services I currently had with her before agreeing.  She claimed that I would, so I clicked “Approve” in the link she sent.  She said to wait about 20 minutes for the changes to take effect.  At that point I was really happy about the “great deal” she had given me.

About 3 hours later, nothing had changed, so I started a chat conversation.  That chat ended up lasting over 4 hours with me being passed around between 5 different agents before eventually morphing into a another 3-plus hour phone call with 4 more agents and one completely useless supervisor.  At the end of all this, after spending my entire Sunday from 8:45am until 7pm…

My price increased from the originally agreed to $244 for everything I have plus the Sports package, minus the landline to a package that now costs $351 a month being told “Sorry, but it’s too late, you can't go back.”

Some excerpts from the chat transcript (which I have saved)…

As I can check, it was added, but due to some error, it was not completed. However, you do not need to worry! Let me go ahead and re-add it again and complete it for you.

Will that work for you?

Thank you. Just to confirm… you’re just completing the previously agreed to changes, right?

Yes, that's correct.

That’d be great

However, I can also help you lower your monthly bill with the same plan you currently have.

and...

You also do not have to pay anything today, and your bill will be just $245.84, including taxes and fees. Once you approve this package, I will help you schedule the call back for the landline removal. Additionally, you will get Peacock at no cost with this plan.

Does that sound good to you?

The best part is that the price and plan for the internet will be fixed for the next 5 years.

What about Netflix and MGM+, and showtime? The other things I have now… are the still there? and I don’t want the mobile phone

Everything will be the same.

Yes, you're getting the multiproduct discount. The choice is yours if you want to opt for a mobile line or not; however, it is just $0.00

and...

As I said, I agreed to a plan around 8:45am this morning and that’s all I want… what I agreed to

Yes, I completely understand. However, it was not applied. I will help you with it. Will that work for you?

But yes… remove landline, add more sports package. I was told a modem was included in my package, so one was going to be delivered to my house. And with some “loyalty discount”, my price was going to be $244 per month guaranteed for 5 years

That’s what i agreed to and what I want

Sure.

Yes, that's correct! Currently, you're using your own modem. I will help you with the delivery of the modem. However, I belong to the Internet Billing Department, so I have limited access regarding the landline. I can assist you with the cable + internet plan, where your bill will be just $244 after removing the landline. Will that work for you?

Yes. But just to confirm that $244 includes everything I currently have PLUS the more sports package. Right?

If so, then yes

Yes, that's correct

Basically, they told me one thing but things turned out quite differently as soon as I clicked the "Approve" button...

• I wouldn't lose anything... I lost Showtime, MGM+, and Netflix... but I could pay to add them back!
• I'd get $40 a month by dropping my landline... Hmm, not sure why the others (multiple) told you that, it's only $20
• The new modem is free with your plan... no, there's a monthly charge but that might be be waived
• Your price is $244, no $299, no $268, no $315... Good news! after everything, it'll only be something like $330 

I got so many confirmations, half of which "didn't go through" and I got dropped/passed around be tween so many agents that I really have no idea what I have or don't have now...  I just know that I'm now paying a lot more for a lot less and I wasted an entire day.  And it's "too late, to go back to the plan I had from the one they just talked me into"...  I just wanted to add the RedZone channel.

I'm 65 years old and I have never a a worse/more misleading customer experience with any company in my entire life.  If Xfinity doesn't quickly do something to make this right for a loyal of 34 years, I'm going to file complaints with both the FCC and the Better Business Bureau and then switch to Verizon.