Lied To/Deceived/Misled By Customer Care About This Month's Upcoming Bill And Plan Change

Last month, we reached out to Xfinity Customer Service via phone about our "ever-increasing" bill. We were tired of paying near $250 a month for the current package we had been getting. The agent we spoke to told us of a new package that didn't require the tv box and would literally be a stream and internet package that would cut our bill nearly in half. We agreed to move forward with that plan. The agent told us that in order to switch over to the new plan we would have to pay a remaining past due balance of $258 and that once we paid that bill and returned our tv box back to Xfinity, that this month's bill would be around $131. WE FOLLOWED ALL OUR THE INSTRUCTIONS GIVEN TO US. So you can imagine how LIVID AND UPSET we were when this month's bill rolled in at $378!!!! 

We, of course, called in today to see what the issue was and were informed that in addition to our expected $131 dollar bill that we had MYSTERIOUSLY INCURRED ANOTHER REMAINING PAST DUE BALANCE OF $246! The agents that we talked to never made any mention of extra moneys and DIRECTLY COMMUNICATED with us that with last month's payment our bill would be the $131 this month! They ABSOLUTELY LIED TO , DECEIVED, AND MISLED us prior to paying our balance! We spent two hours on the phone elevating our call from agent to supervisor and finally manager! We asked them what they were going to do about us deliberately being lied to about the details of our new plan! They stated that the most they could do was reprimand the agents who mislead us but that they could do nothing about this RIDICULOUS UNKNOWN past due balance! To which we responded with "Reprimanding an agent is FREE OF CHARGE on the part of XFINITY but in the meantime we get stuck with the short end of the stick at the price of $246! OUTRAGEOUS!!

On top of that it wasn't until we reached management level that we learned that the people we had been in contact with all this time were from a CALL CENTER IN THE PHILLIPINES hired to manage calls for XFINITY! NO WONDER CUSTOMER SERVICE AND OVERALL BOTCHED COMMUNICATIONS ARE SO BAD! We have been Xfinity Customers since 2010 and this is by far the WORST Customer Service experience we have ever had! We did everything we were contractrually required to do, including paying our past due balance and returning the equipment and we got bamboozled on the backside of the deal! So the question to the "REAL XFINITY CUSTOMER SERVICE" is are you ok with your customers being directly lied to and misled by the third party services you have put in place and is there someone on your end that can actually assist with or make right this UNKNOWN past due balance?!