Unauthorized Account Changes, Misrepresented Promotion & Poor Customer Service Experience

I’m submitting this escalation because I’ve now spent about four hours today trying to fix a simple issue with my account.

This started when I transferred my Xfinity service to my new address. My Hulu subscription was canceled because of the account change. When I called on August 25 to get Hulu reactivated, the representative told me I qualified for a promotion that would upgrade my internet to 1 Gig, lower my monthly bill by about $20, and include Hulu, Peacock, Disney+, and ESPN at no additional cost. I reviewed and accepted the agreement they texted me.

Afterward, I was only able to activate Peacock. When I called today, I was told my plan only included Peacock and that Xfinity no longer works with Hulu. Later, a supervisor told me that bundle information was incorrect and that Xfinity does still offer Hulu.

That supervisor, Isaac, was very helpful and said he wanted to make things right, possibly with a credit and other adjustments. He put me on hold, but somehow I was transferred to Billing instead and never got connected back to him.

While I was waiting to speak with another supervisor, I checked my account and found that Netflix, NOW TV, and StreamSaver had been added to my account, raising my bill from around $50 to over $100 per month. I did not ask for or authorize any of these services. I actually made it clear that I did not want to pay for any additional streaming services.

The Billing representative also made a very inappropriate comment about sometimes wanting to hit someone over the head with her keyboard and went on about how unhelpful the supervisors are.

I then waited almost two hours to speak with another supervisor. She was rude and dismissive, could not explain why the extra services were added without my permission, and did not offer any real resolution. I also asked for a copy of the August 25 agreement I signed. The text link no longer works, the agreement is not available in my Xfinity account, and she told me she could not provide it.

At this point, I’m asking Xfinity to:

● Review the August 25 call and confirm exactly what I was promised.

● Provide me with a copy of the agreement I accepted.

● Explain why Netflix, NOW TV, and StreamSaver were added without my authorization.

● Clarify what happened with the Hulu, Peacock, Disney+, and ESPN bundle I was promised.

● Consider an appropriate account credit given the amount of time I’ve spent trying to fix this.

I’ve been an Xfinity customer for years, and this entire experience has been incredibly frustrating. I’ve received conflicting information from multiple representatives, had services added without my permission, and spent about four hours today trying to get a straightforward answer. I’m asking for someone to fully review the account and calls and actually resolve this.