New Poster
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4 Messages
Fraudulent Change To My Contract
Hello - contacted xfinity via chat to dispute a charge on my bill. During the chat, the representative agreed to refund the charges and then offered to boost my internet speed and lower my bill. Asked if this would put me under contract or change my service - they said "NO". This seemed too good to be true - so asked again and even said this feels like you are trying to trick me into a contract. The agent replied: "And also it is not a contract. Please do not worry." so I agreed to the faster internet. A few minutes later, my TV stopped working. The representative said to not worry - it would be back on in a few minutes. About six hours later, it was still off - and now the screen said to call Xfinity to have my cable box activated...which was confusing because I never asked for it to be deactivated. Called in and discovered the representative deactivated by cable box, downgraded my channels and put me under a 12-month contract. Now, Xfinity says they can't honor my original price / channel line up because the packages have changed. And the only way to try and get the channels back is to pay more and sign a new contract. Somehow, xfinity has now made this my problem. This, to me, is 100% fraud. The agent knew exactly what they were doing. Perhaps this is a new ploy to get people to pay more - lie to them - downgrade their service - and then raise the price when they try to get their service restored. Filed a complaint with the FCC and BBB. Not sure what else to do. The chat was recorded and I have the transcript to prove that the agent intentionally lied and committed fraud. Any suggestions for what to do or who to contact? Thought about contacting AARP to see if they have a member fraud reporting hotline. Maybe my state Attorney General?
XfinityVianney
Official Employee
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2.2K Messages
2 years ago
Hi, @kirbydo Thank you for reaching out and creating a new post. I understand there was miscommunication regarding the changes which resulted in a plan you never asked for. I'm sure this has been beyond frustrating. I can assure you that it's never our goal or intention to mislead in any way. I understand you've already created formal complaints on your end as well.
When this occurs, it will be assigned to all parties for review. I request that you allow more time for everyone involved to research your request and reach back with any findings/resolution. Thank you for all your time.
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XfinityVianney
Official Employee
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2.2K Messages
2 years ago
We can certainly help, and I'm confident our team is investigating the open tickets you've created with the FCC and BBB. Since this is a formal regulatory complaint, we do address these tickets through a different path. I can help with other aspects of your account, however, we ask that you allow our team to follow up regarding this specific issue/complaint @kirbydo
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user_d67347
2 Messages
2 years ago
Same here. Xfinity changed my contract without my consent during moving the service from one apartment to another apartment in the same building. And turned it to a 2 years contract. What a Fraud!!!
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user_161187
Visitor
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9 Messages
2 years ago
This seems to be happening to a lot of people. I was a loyal customer for 25 years and earlier this year I decided to sever ties with this corrupt company because of their unfair practices. They never said anything about contracts, I explicitly asked them when I signed up if there was a contract and they said no. They told me that I could call after a few months and check if there were better deals and that’s why I even asked about a contract. At least the person who I spoke with when I canceled should have mentioned something but not a word. After I canceled I received a bill with a charge of $90. I trusted these people so I had left my credit card on the website. This is how they reward you for 25 years of loyalty. On top of this debacle, they also canceled my email account without a word even though I confirmed with them at the time of cancellation that, that would not happen. Comcast is not to be trusted. Find an alternative. Comcast is a corrupt corporation. I don’t understand why the employees are complicit in this corruption.
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user_7595l8
1 Message
2 years ago
I have a similar issue. When the promotion ended, I called the customer service and the associate confirmed that the new plan's price would be the same, and this monthly price would be held for two years. After a year, however, it suddenly increased and I reached out to the customer service. I was then told to check the contract and it stipulated that the autopay discount ended in a year, which is why I had to pay $10 more then. I complained about the contradiction, but the associate repeatedly said that the written agreement was all. Having recorded the conversation, I suggested to share the recording, but they declined it. As an international student, I am really sad to have this kind of experience in the US. I just believed what the associate said to me and briefly took a look at the summary of the new contract before approving it (because I was calling and had to do that soon). If I were a native speaker of English, I might have been able to notice the difference... I hope this won't happen to anyone.
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