Lying billing and sales people

Yesterday, I spent approximately four hours trying to determine why my parents, in their 80s, monthly bill had increased from $96 to $140. Unfortunately, neither of them, both in their 80s, had noticed the increase for several months. After investigating, I discovered that the cause was an old promotional discount that had expired. While I understand promotions eventually end, there should be clear notice provided to customers before a significant increase takes effect. Especially the very elderly.

Once I identified the issue, I contacted customer service to negotiate a new rate. I spent several hours working with billing and sales representatives. During an online chat, a sales representative informed me that he could reduce the bill to $71 per month, while also including Peacock service and a free phone line for one year. Naturally, I was pleased with that offer.

The representative then emailed me a contract to review and accept. I completed the required information and approved the agreement, but the webpage never finalized the submission and instead continued loading indefinitely. Concerned that there had been a technical issue, I asked the representative through the chat whether he had received the approved contract. He assured me that "he had received it" and that everything was being processed.

Believing the matter was being finalized, I stepped away briefly. Less than a minute later, I returned to find that the representative had ended the chat session without any explanation or follow-up.

At that point, I contacted another representative. By then, I had already invested roughly three hours into resolving this issue. Over the course of the next hour, it became apparent that the offer I had been given either did not exist or could not be honored. The second representative indicated that no such package was available. This left me with the impression that the original representative had either provided inaccurate information or made promises that the company had no intention of fulfilling.

What makes this especially frustrating is that I had already accepted and approved the contract that was presented to me. I relied on that agreement in legal good faith, only to be told later that the offered terms were unavailable.

After all of that time and effort, I was ultimately placed back at approximately $96 per month for gigabit internet under a different agreement. The service remains cable-based rather than fiber, and it requires the use of the company's modem. In practical terms, I ended up in nearly the same position I was before the bill increase, despite spending hours attempting to resolve the situation.

Additionally, multiple representatives informed me that automatic payments would only qualify for promotional pricing if they were linked directly to a bank account rather than a credit card. This requirement was not disclosed upfront and required me to connect my parents' checking account to maintain eligibility for the quoted pricing. They could use there credit card before...

Throughout the conversations, representatives repeatedly attempted to sell mobile phone service, despite the fact that my parents already use Verizon. Given that Xfinity Mobile operates on Verizon's network, these sales efforts felt unnecessary and unrelated to resolving the original billing issue.

When I requested contact information for a complaints department, escalation team, or corporate office, I was repeatedly denied any direct phone numbers or contact details. I was simply told that a manager had been notified. From a customer perspective, that response provided no meaningful reassurance that the issue would be reviewed or addressed.

Overall, the experience left me feeling angry my 80s parents were misled, frustrated, and deeply dissatisfied. I spent hours attempting to resolve a billing issue caused by an expired promotion, only to be given conflicting information, presented with an offer that was later withdrawn, and left with essentially the same service and pricing I had before the process began even though I signed and sent a contract at a different price initially.

I will be tracking down HR at the very least to have a chat with them. 

Wish there was something that could be done to alleviate this extreme frustration, utter disrespect and disappointment.