I'd like to make an offcial complaint will also file with the FCC. 

short url with formatting: https://tinyurl.com/xfinityproblems 

Why am I upset? 

I was pressured into signing a new contract which the agent said would be retroactively modified to be the $66/month deal which comprises mobile, home Internet and any devices needed. 

The agents also said I would be emailed the revised contract. None of that happened.

In fact the new contract signed was never revised and cost me $49 out of pocket + $25 activation fee to use the mobile (I never activated it because I was upset ). 

My Internet plan never changed from $120.

That means my total cost goes up from $70 to $194 (120 + 49 + 25).

They also insisted I had 12 days to decide if I wanted to keep the deal / revert (unfortunately I didn’t have screenshots of the chat prior to when the app reloaded). The cancellation process was a nightmare and no one knew about the 12 day period to get a refund.

What did I do?

I called Xfinity to ask about this on at least 3 separate occasions (have proof of 2). The most recent call lasted 1 hour 50 minutes during which I stated the problem and was transferred between the Internet and mobile divisions 3 times as each member said this is a special deal and the other department would know more about it. 

None of the departments knew about it and always said $66/month would be either for just mobile (once stated would discount my Internet by $25) or that the cheapest internet deal would be $76/month and if I wanted to take that deal I would need to do it then transfer to Mobile to figure out what to do with the contract signed. 

Neither deals are good as they were all significantly above my prior $70/month 

• If i activated the mobile line the discount would lead to $194 - 25 = $169 / month 
• If I didn’t and took the $76/month internet deal, I would still be left with a mobile device I didn't need taking my total cost to $125/month 

At the end of all of this I was very frustrated so I decided to cancel all Xfinity services. 

To do that I had to cancel twice as mobile and Internet had different cancellation departments and I had to retell the story of why I was canceling. Neither department understand the refund period, I had to re-tell this entire story several times and assert myself that I had 12 days to claim a refund back on the service. This was a hard fought battle. 

In summary (TLDR)

• I was quoted a $66/month deal by an Xfinity agent which seems to have never existed 
• I was told the contract would be revised after the fact. I guess I was stupid for believing that..although the sales tactic seems quite predatory 
• I was told I could cancel / revert the plan free of charge, that was hard to do, I had to go through so many loops to cancel and even more loops to ask for money back 
• I had to call them 3 x times within a single week and spent at least 3 hours on their chat. That is at least 5 hours of time sink 
• I know agents can check prior chats and so they could look up the $66/month deal quotes by Priyanka 
• I engaged with Xfinity over chat and call, both processes were nightmarish
• • Chat: you go back and forth messaging with the AI agent for around 30 mines before it gives you an option to chat with a real person. The app refreshes losing your chat history. The agents give predatory deals
  • Call: you wait up to 50 mins and get transferred several times.

The prevailing feeling is the agent sales tactic was unethical and the customer support was horrendous and disjoint. 

It took being so so so very stubborn and fighting tooth and nail to ask where were the details of the new contract I signed, how do I cancel this and how do I get my money back.

Empty promises, horrid service. 

What can make it better?

Xfinity should honor the deal made for $66/month or at least come up with something reasonable rather than piling on fees for things I explicitly stated I do not need / want and making it hard to cancel and get your money back.

Background 

My Xfinity plan was 800 MBs speed and cost $70/month with a promotion deal signed for 2 years, this expired. I chatted with them / called them up to discuss future plans to reduce my new bill price of $120. I was quoted a price of $66/month for everything.