Warning: Deceptive Chat Practices and Unauthorized Account Changes ("Slamming")

I am writing this to document a serious issue regarding deceptive sales tactics and to request immediate assistance from an official Xfinity representative.

Last week, I contacted Xfinity via the website chat with the sole intention of removing the HBO Max add-on from my account. I explicitly did not request a plan upgrade, a contract extension, or any other changes to my service tier.

During the interaction, the chat agent engaged in deceptive behavior. They quickly sent walls of text to bury terms and used confusing language to pressure me into typing "I agree," implying this was necessary simply to process the removal of the HBO Max add-on.

Instead, the agent used this manufactured consent to unauthorizedly switch my entire internet plan to a more expensive tier. To make matters worse, after I spent over two hours on the phone with customer support to fix this, they confirmed that the chat agent hadn't even removed HBO Max. While phone support was able to remove the add-on, they claimed they were unable to reverse the unauthorized plan upgrade the chat agent forced onto my account.

This behavior constitutes "slamming" (unauthorized changes to service) and is a deceptive trade practice.

I have a screen recording of the entire chat session. The video clearly proves I did not request this upgrade and was misled by the representative.

I am requesting an official Xfinity Support employee to contact me to resolve the following:

1. Review the chat logs and my video evidence.

2. Immediately revert my account to my previous plan and pricing structure.

3. Ensure all pro-rated charges from this unauthorized switch are credited.

I am prepared to escalate this to the FCC and BBB if it is not resolved, but I am giving this forum a chance to rectify the situation first.