SCAM

Today, I received such a terrible experience with Xfinity - that I'm attempting to write a letter to have this matter addressed. 

I opened an xfinity account one month ago. At the time of opening, I made it very clear that I would be changing addresses in one month - and asked for advice if I should wait to open my account or if it was fine now. The staff, repeatedly, told me nothing would change - I just have to move the box. This morning, at 9:48 am I received a text confirmation that I had auto paid my first bill - $51.36

I filed a change of address today with the post office. Xfinity called me shortly after, but it wasn't really xfinity. The caller, who's name I didn't catch, used a voice modulator and sounded like a robot. Continually stating he was an "affiliate of a subsidiary of Comcast" he spent the entire call trying to upsell me - and wouldn't share what company he worked for. As I'm sure your team is aware, phone scams are ever present - and this staff member refused to assuage these concerns. I was then told my bill would increase to $65 a month. 

At this point, I asked to be transferred to a supervisor - as I've already spent 30 minutes of my work day on this call. The manager then expressed that because of the "X10" gateway I was given, not the "X7" - it would cost more per month - an increase of about $16. This is expressly not what I was told when I opened my account. Mark, at BTCX ID 10234, repeatedly told me this is the new cost, because of the technology - but I was welcome to close my account. 

I then called the 1-800-934-6489 number that is actaully xfinity. I learned that BTCX established my internet service would be cut off Saturday Morning, but did not set up the transfer - so had I not continued to call Xfinity I would have lost all internet access. ALARMING 

I then attempted to connect with a person in billing - using the auto router on the phone. The phone did not recognize my voice responseS ("billing") nor did it recognize me pressing "2" or any other number. To remind, I am at work currently, xfinity (and its affiliate BTCX), called me. I'm solving a problem that I did not have - which was BTCX cutting off my service saturday 7/11. 

I finally connected with a person, who RESTARTED the transfer process. At the end, this woman told me I had no choice - my per month cost would increase to $65. Again, this is not what I was guaranteed when I signed the five year price lock, signed up for auto billing, and interacted with your team in the store. 

This staff member then transferred me - as they are the person to create a new account - she was going to connect me to Transfer services. While waiting on a very long hold for this, I got a phone call from an 888 number - who was transfer services. I now had two staff members on both lines attempting to help me, encouraging me to hang up with the other. When I finally started working with one of these staff, they had to start THE WHOLE PROCESS OVER. 

At this point, I've been working to transfer my services for an hour and a half. I am at work.

This feels like a scam- why am I unable to keep the five year locked in rate that I have signed up for? 

Why did the staff at the St Louis Park location indicate that I would only "have to unplug the box and plug it back in - no changes". I repeatedly asked if the price lock would remain the same, and this staff guaranteed that for me. 

Why did it take an hour and a half, and an unprompted phone call, to receive help? Is this how I should expect the next five years with your services to proceed? 

I'm so frustrated, and wish I could select a different internet provider. I'd love to hear from your management team with details about how this occurred.