Visitor
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3 Messages
Lying agent
Here's an example of a sales agent lying to me. I suggest Comcast fire this employee and remove all motivations that led this particular agent to lie. Background: My contract will expire next month and I am trying to beat the non-contract price jump. I did a chat assistant and was promised for $65/month I would receive a better price offer within 3 days of starting my new contract for "$30-$40". Below is the chat transcript. Note that most of my statements were missing from the transcript but not by me. Either the lying agent disabled those responses or the logging tool is broken. Nonetheless, the smoking gun evidence is there. Comcast, what will you do about his flagrant lying employee?
--- Conversation on 02/18/2026 ---
[Edited: "Personal Information - Chat Transcript"]
XfinityAirelle
Official Employee
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3K Messages
4 hours ago
We can understand why this interaction left you frustrated. Reading through that transcript, we can see why the messaging felt inconsistent and why it sounded like something was being promised that may not have been clearly documented.
To be transparent, there is no internal process where switching to a “next-gen” plan automatically unlocks a second, lower promotional rate 48 to 72 hours later. Promotions are system-based and tied to account eligibility at the time of the order. They do not “unlock” later simply by enrolling in a different package.
What appears to have happened here is that the agent offered a currently available $65 plan with a 60-month guaranteed discount, while verbally suggesting that additional lower-priced promotions might become available afterward. That creates confusion, especially when framed as something guaranteed. If that expectation was set inaccurately, we absolutely understand why you feel misled.
Regarding the transcript gaps and odd “nullAgent” entries, that typically reflects logging system behavior, not intentional deletion of your responses. Chat systems can sometimes merge assistant and agent entries or mislabel lines when exported. That said, we take any concern about inaccurate communication seriously.
As for what we will do:
We can review your account to confirm exactly what plan was applied, what discounts are attached, and whether any lower promotional options are currently available. If the current package does not meet your expectations, we can explore other eligible offers. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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