I was tricked by the xfinity agent from online chat

I contacted Xfinity through chat on February 4, 2026 because I didn’t receive the TV box that was supposed to come with my internet equipment. The agent said he would fix the TV box issue, and then he offered to upgrade my internet from 300 Mbps to 500 Mbps at no extra cost. I specifically asked about the price multiple times. I told him how much I currently pay every month and asked him to confirm that upgrading to 500 Mbps would not increase my bill. He said he would adjust the taxes and fees and make sure the price stayed the same. I double checked because I didn’t want surprises. When he sent the order for approval, I noticed it showed $6 more per month. I went back to the chat immediately and asked about it. He told me not to worry, that he would credit and adjust the price after I approved it. I even asked if he could fix the price before I approved it. He said he couldn’t and asked me to trust him. I trusted him. I approved it because he clearly said he would adjust the price. I also asked if the price would stay that way for 5 years, and he said yes. The whole chat took almost 50 minutes, but I didn’t mind because I believed I was getting a free upgrade. Thankfully, I saved screenshots.

Two weeks later, on February 17, I still hadn’t received the TV box. I contacted support again and found out it had never even been shipped. So I had to place the TV box order AGAIN. Then I decided to double check the “free” upgrade. That’s when I found out I am actually being charged $6 more per month for the 500 Mbps service. That is NOT what I was told. When I asked them to fix it, both the new agent and the supervisor said they couldn’t do anything because I approved the order and the price was listed there.

So now it’s my fault for trusting what their agent told me? I even asked if they wanted my screenshots. The supervisor said they have access to the chat history.

So if they can see the chat history, they can clearly see their agent promised to adjust the price. Instead of honoring that promise, I’m being told that it’s my responsibility because I clicked “approve.”  I spent almost ~100 minutes in two separate chats because of incorrect information from their support team. One agent told me something confidently, I believe it, and then another told me it’s not true and that they are not responsible. 

This honestly feels like I was tricked. I trusted what their agent said, and now I’m the one paying for it.

Lesson learned: don’t trust what their agent's promise, only trust what’s written on the order, because apparently their word means nothing.