Misleading Offers and Unprofessional Customer Service Experience

I am writing to express my frustration with a recent series of interactions with Xfinity customer service, which have been both confusing and disheartening.

Timeline of Events:

• Initial Call: I contacted customer service to discuss my plan. An agent offered a $5 discount but then abruptly transferred me to the cancellation department without my consent.
• Supervisor Request: When I requested to speak with a supervisor, I was transferred to the home security department, which then redirected me to a non-functional line, ending the call.
• Chat Support: I used the chat feature to request a callback. I was offered a 150 Mbps plan at $45—a significant downgrade from my current 800 Mbps service—at more than half the price. I declined this offer.
• Supervisor Interaction: Upon requesting to speak with a supervisor about these issues, I was offered a higher-tier package at my current rate. After declining, I was offered a 400 Mbps plan at $43, which I accepted.
• Contract Discrepancy: The contract sent to me reflected the 150 Mbps plan at $43. When I sought clarification, the supervisor terminated the call without explanation.

Concerns:

• Misleading information regarding service plans.
• Unprofessional conduct, including abrupt call terminations.
• Lack of accountability and clear communication.

I am seeking an explanation for these issues and assurance that such incidents will not recur. I would appreciate guidance on how to escalate this matter appropriately.

Thank you for your attention to this matter.