Unethical Business Practices & HORRIFIC Customer Service

A year ago, I contacted Xfinity, when our "Internet and Cable" Contract showed it was expiring and prices were going to spike.  I spoke to a Customer Service Agent, who then directed me to a Supervisor.  This Supervisor, explained that he could maintain our same exact pricing that we had been paying for Cable and Internet, if we signed up for a 12 Month (Pay Per Month) Phone Line.  We agreed upon an iPad, as I didn't need a phone at this time.  He then stated to contact him again at the same time next year, and he would ensure we could work out a similar deal to ensure the pricing didn't go up.  My wife has been an Xfinity Customer on her own for over 15 years, and I was also a customer for almost 10, prior to us getting married.   

On, December 26, 2025, I contacted Xfinity as the alert came up in my phone to call them back to attempt to re-negotiate our Cable and Internet deal.  The woman we spoke to at Customer Service, was very nice and did everything she could to help us...however, she said she didn't have enough authority to get our bill back into the same price range as the previous years.   She connected us to her Supervisor, Mario and our experience could not have been worse.   Mario told us that he couldn't reduce our rate to what it had been in prior years, but that he would get it to a manageable price that wasn't part of a contract and we could cancel anytime.  I tried to explain to Mario everything that had occurred in prior years, and magically they couldn't find any records of my phone call from prior years as the database of that call had just been erased a few days prior.   So Mario quoted us his price and said he wasn't going to do any better.   When he got to the topic of the iPad, he told me that I may have been told one year, but I signed an agreement for two.   Unethical Business Practice #1.   Mario then again told me that the deal he was offering was the best he was going to do and he would send over the agreements for us to sign off on, while we explored other options.   When I explained that it was more beneficial for my family to just cancel everything and sign up for everything under my name now, since we had kept it in my wife's name, Mario stated that it wasn't a beneficial idea and he didn't understand why I would even think about that.   There were plenty of offers for brand new customers, but nothing for loyal, long term customers.   Mario then sent the text with the agreement for us to review and sign.   My wife wanted to read thru the entire contract, as we have been scammed by them previously.  As we were reading thru the agreement, Mario came back on the phone and stated "I don't have all day to wait for you, so you need to make a decision."   After we signed, Mario said that the bill will reflect this within 24 hours and the new rate would be in place for us to make the payment.   

After this call, I filed a formal complaint for unethical business practice and poor customer service with Xfinity.  Finally got a call back from a lady who said she would review the call and get back to me, on January 2.   Flash forward a few weeks and I finally got a call back from Xfinity, stating that she couldn't review the call because it was a supervisor who I spoke to and she didn't have access, but she would escalate it to someone and they would call me back.   I'm still yet to hear back on this.    

We monitored our bill and Xfinity never changed it, and it was still the higher rate.   My wife then called and spoke to Kat, who was phenomenal.   Kat reviewed the records and stated that Mario knowingly lied to us about the bill.  He was more than aware that once the bill is published on the app, it cannot be edited.   Unethical Business Practice #2.   Kat did work with my wife to help her put our Internet on seasonal hold because if we cancelled it, it would [Edited: "Profanity"] the billing and we would owe more because of this iPad that they had us get.   I want to applaud Kat, because she really was absolutely fantastic to deal with and genuinely cared about trying to help us.   

Xfinity then Auto Deducted the full amount that was the original bill from our bank, even though Mario had said it wouldn't happen.  I protested this charge, simply because I couldn't protest a partial charge.   This leads us all to where we stand now.   When the second bill showed up, they hit us with Late Fees and the bill still reflected the entire amount, minus the prorated portion for us cancelling Television services.   

After protesting this charge, I called Xfinity, because nobody will call you back, even if they say they will.  It took over 20 minutes for me to get a human being on the phone, who spoke very poor and difficult to understand English.   She would not put me through to a Supervisor until I recited the entire story for her and for her attempt at rectifying the situation.   As expected, there was nothing she could do, so she transferred me to Riz, her Supervisor.  Riz was also extremely unpleasant and rude to deal with. He was able to beat around the bush for a bit, telling me that he was going to resolve my problem and get it taken care of.   Nothing he shared during that part of the call was helpful in anyway.  Riz finally asked what he could do to satisfy me and rectify the situation....I asked that after all of this, that they should remove any late fees, from this bill and they in theory should for all of the hassle they have put us through, issue enough credits to the account that would just pay off the bill, minus the Seasonal Hold of the Internet.    I have no problem paying off the remaining balance of the iPad at this point, as it's not the dollar value that is the issue, more so the principle at this point, with how poorly Xfinity has treated us during this encounter.   Riz's response was we don't remove late fees and I'm not giving you any kind of credits, because I don't have the authority to do so.   This went back and fourth for a few minutes, until he stated he would remove the late fee (I guess he does have power to do so afterall) but that was all he would do and nothing more would be done for us.   

After all of this is said and done, as soon as I pay for the iPad, we will be completely removed from the Xfinity bundle of services.  We have already left Cable and went with a better provider who is reasonable and fairly priced to deal with.   

I have filed formal complaints with the BBB, FTC and have a call into the Attorney General for Unethical and Fraudulent Business Practices and have zero problem continuing to tell anyone and everyone that they shouldn't deal with Xfinity because of the service we have dealt with for almost a month now on this matter.