Fraud by Xfinity-Sanctioned Sales Rep -- Assessing Lawsuit Options

On 10/13/2025, I contacted Xfinity to discuss my internet plan via the Xfinity Support Website (https://www.xfinity.com/support/contact-us).  My agent Sana made fraudulent and inaccurate statements to convince me to transfer my cell service from Verizon to Xfinity Mobile.  She indicated that Xfinity would pay off my Verizon phones if I switched.  I can find no evidence of this program online.  Conversation excerpts:

Sana:  “Did you know Verizon and Xfinity are sharing the same network tower? I will pay off all your devices.”

Sana:  “So I'll explain to you how we paid off the devices with Verizon.”  “Once you activate the lines with us, we will directly send an email to Verizon confirming that you are with us for mobile service. You will receive a final bill from them, but you do not need to pay it as we will cover it. You just need to keep the line activated for 30 days. After that, you will receive an email on your registered email confirming that your device is fully paid off.”

Me:  “1st device: 33% paid off, $666.48 remaining 2nd device: 33% paid off 3rd device: 17% paid off 4th device: 33% paid off”

Sana:  “Okay, thank you for confirming. I will take care of paying for the devices.”

Me:  “it is warning that the outstanding device balance of $2832.54 will be due; confirming again that Xfinity will pay this”

Sana:  “Please disregard that.”

I can’t find evidence of this Xfinity payoff program online but did find a number of frustrated Xfinity customers posting on forums indicating a pattern of similarly deceptive statements made by agents over the past year.  What steps has Xfinity taken to curb this malfeasance and compensate their customers?  

I regularly screen for scammers but didn’t expect for scamming to arrive under the auspices of Xfinity’s agent support line.  This is ripe for a class action lawsuit.  I come from a family of attorneys and am incredibly nonplussed and upset about this.