Fraud? Scam? Misinformation? Lies? You tell me...

Listed below is a detailed summary of events that took place a month ago. I am here for a few reasons. 1. To further expose (much to no ones surprise) Comcast's awful business practices, and customer service. 2. To speak with someone directly about current billing. 3. To inform others of something that is "offered" but does not exist at all.

1/20 – Spoke with agent Jess

• Jess said there was a $70 monthly discount for seniors/long term members; taking bill from $400-$330
• Along with the discount, a free iPad would be sent, no monthly charges, just pay for sales taxes - $41.94
• I explained that if I was getting this "free" ipad that I strictly would just use it on wifi and wanted no monthly plan

Spoke with Jess to confirm the following:

• No changes in service plan
• No monthly charges on iPad
  • Text was sent to my phone to accept monthly charges of $20-30
  • She explained those didn’t mean anything and it wouldn’t take affect even after iPad came and after going through authorization of iPad
  • No contract – 5 year deal on the whole comcast plan – all services stay the same

Some services dropped without consent, and billing changed the next day.

1/21 – Spoke with agent Jose (forwarded to) agent Joe from customer loyalty

• Bill was completely changed, channels removed without consent, etc.
• Joe was able to get all channels back and working
• Couple hours later the majority of the ‘add on’ channels go away, Netflix disappears and is asking to ‘Update Payment’

Joe connects me with Cem from Mobile billing department

• Cem explains that there is no such thing as a senior discount, and that the iPad was only 50% off, leaving us to finance $250 ($7/month) and a monthly service plan of $20/month. All the fees Jess said that wouldn’t apply in the text
• Cem gives $20 credit on upcoming bill
• Gave me instructions on how to return the ipad once it got to me. That was taken care of 2-3 days later.

1/21 – Started virtual session with assistant Shahed

• He explained verbatim:
  • “Please rest assured that Netflix is included in your plan, and I’ll ensure you don’t have to worry about any extra charges or changes.”
• “The message about updating payment usually means the subscription link between Xfinity and Netflix needs to be refreshed.”
• “What’s happening is that the Netflix system is showing a payment prompt because the subscription link between Xfinity and Netflix needs refreshing.”
• “But do not worry, I have already raised a ticket for you to the backend team, and they are working on refreshing your subscription.
• “You will receive a text message at
• "Yes, you do not need to do anything from your end"

Text received, call back from agent “what can I help you with.” Nothing was fixed.

1/21 – Agent from above connects me with loyalty department agent Richard

• Around 5:00pm, had close to an hour an a half conversation with him regarding everything. He explained that they would have to rebuild the entire plan as it was before, which would take close to 2 hours and would call back when everything was finished. GUARANTEED a monthly billing price of $356.62 no matter what, no contract, 5 year deal, and said he would look into seeing if we could get the “senior discout” of $70 that Jess explained to rectify the whole situation. If that was applicable it would take the bill down to $330 as what was told to us from the beginning. On top of that, during the call I found that there was a plan for the internet of 1.2 gigs at $85, as opposed to the current 1 gig plan we had at $100. Said he would look into that. Said he would apply a $45 dollar discount for upcoming bill. Never happened.
• For reference: Ticket: 243702659

Couple hours go by, get a call back from agent Ryan in loyalty/tech “how can I help you today.” Had to explain the whole issue from scratch. Bout an hour conversation. Nothing had been resolved. He confirmed that we were eligible for the $85 dollar 1.2 gig internet plan, but that Netflix was not an al a carte item. Had to be packaged with Apple TV, and Peacock (which we already had). Price up to $376.62 before adding that package. Put on hold for half an hour all but to be disconnected. Call back from agent Mark with home security/tech at midnight; can’t resolve issue either – transfers me to an automated message saying to call back during business hours

1/22 – Started virtual chat session with Daljeet.

• Had him look up the ticket number. He had this number instead:
  • Ticket: CR243702649
  • He saw the notes, and said he would apply the $70 dollar discount (to which I explained was to be applied for the monthly bills moving forward), and he went ahead and just applied it to the upcoming bill. Total of $90 dollars in credits now as seen on account

At this point an agent called, so I stopped the conversation with him and moved to them. Agent Akamash from internet/billing department. Couldn’t help me, transferred to another agent. Explained the situation again. She said that internet 1.2 gig at 85 wasn’t available on my plan, and neither was adding back Netflix. Mid explanation, she just hung up on me.

1/22 – Spoke with agent Ian

• Went around in the same circles I did with the previous 8 or so agents, and got nowhere. Told me the bill would be $376.62 without the Netflix package. I did not agree to this or any changes in services/billing, and ended the call and took no further actions.

2/2 - Scheduled an in store appointment

• Long story short...nothing accomplished there either. Explained they were a retail store, and said we would have to call the number (the same useless customer service I spent 2 full days dealing with). Backing up to the $85 dollars for 1.2 gig thing for a second though..he too found that we were eligible to upgrade free of charge. When he went to process it, he was met with a sorry we can't process it at this time. Ultimately he too said the bill would be 376. Right now the bill sits at 451 because what I presume is costs are being prorated from last month when they added back some of the add on channels, and the internet back to the speed it was at. Keep in mind these were all changes made on your end. Not acceptable in my eyes.

So where does this leave me with everything you ask? Complete and utter disgust for this company. This is one of 7-8 times that something like this has occurred on my end, and quite frankly I am getting very tired of it. I don't know if the next step is to take this to the BBB, FTC or FCC. I guess that all will be determined by what/if any help is given. I read that these forums are more useful than calling the customer service number, so if that's ultimately where this leads, just let me know in advance so we can save time. I will not be patched from one agent to the next. It truly felt like I was going through a scam call center trying to get things sorted out, being called by several numbe while in the middle of a conversation with an agent over and and over. I would like a direct line of communication with someone.

From what I've read:

• Xfinity states that their systems are designed to prevent changes from being finalized without direct, documented approval.
• Xfinity policy strictly mandates that any changes to a customer's service plan, including upgrades, downgrades, or modifications, require explicit digital or verbal consent from the account holder. Employees are required to send a text or email link for the customer to review, approve, and accept any new service or promotional agreement.

Surely after you read through this you can see that this was completely breached...

For those of you fellow customers out there reading this, if you hear about any senior discount, or a discount for being a long term member, it doesn't exist. Nor do they give out any free ipad, apple watches, etc. without making you finance a portion of it, as well as getting on a monthly payment plan for service.