Urgent: Incorrect Plan Change & Misrepresentation by Agent

Dear Xfinity Customer Support Team,

I am writing to formally raise a complaint regarding a misleading interaction I had with your customer support representative earlier today, which has resulted in an unwanted plan change and an increased monthly charge.

This morning, I chatted with an agent named Shubham because I wanted to add the Peacock subscription. My existing plan was $55.99/month for 300 Mbps. Shubham advised me to switch to the 1000 Mbps plan, stating it would cost $70/month, but I declined and reiterated I only wanted a plan around $60/month.

He then told me that after enrolling in paperless billing and auto-pay, my monthly bill would be $60.99, and I agreed on that basis. When he sent me the link, it showed $70, so I asked for confirmation. He explicitly reassured me — twice — to “please trust me” and confirmed my bill would be $60.99/month. Despite that assurance, Peacock was not activated and the chat abruptly disconnected.

I had to log in again and could not reconnect with Shubham, so I called customer support. This time I spoke with Mohammed, who informed me that I would actually be charged $70/month because I am already enrolled in paperless billing — meaning the discount Shubham promised does not apply at all. I asked to revert to my original $55.99 plan, and I was told it is no longer possible, even though:

• I had not used the 1000 Mbps service

• Peacock was never activated

• I was misled into switching by incorrect information

When I explained the situation, I was told it was a “knowledge gap” issue by the agent. With respect, a knowledge gap within your staff is not the customer’s responsibility, and I should not be forced to pay $15 more per month due to an error made by your representative.

I request the following:

1. Revert my plan immediately to the original $55.99/300 Mbps package, without penalty.

2. Ensure the promised Peacock subscription is correctly provided OR remove the plan change entirely.

3. Please review the chat logs with Shubham — the confirmation was clearly given.

I have been a loyal Xfinity customer for a long time, but this situation is extremely frustrating. If this issue is not resolved promptly, I will need to seriously reconsider continuing my service with Xfinity.

Please rectify this as soon as possible and confirm the correction in writing.

Thank you