Xfinity Won’t Honor Their Agreement

I am very sorry to have to post this here.

Xfinity called me, and made an offer to upgrade my internet plan. It sounded good, so I agreed to accept the offer. I was supposed to get xFi Complete and Unlimited Data, and they would send me a new modem, an extender and a security camera.

I received the security camera, but never received the modem and extender. So I called Xfinity customer service. They representative told me that I wasn't going to receive a modem and extender, and if I wanted them, I would have to buy them. I told them it was part of the deal I agreed to. The representative didn't care what was promised to me. He said that I didn’t need a new modem, but he might be able to send me an extender for no charge but I had to wait a month so they could "test" my system. That would mean one side of my house would have no internet for a month, which is absolutely unacceptable.

Since the representative would not honor the agreement, I asked to speak to a supervisor. The supervisor said I DID need a new modem, and he would send me one at no charge. But he WOULD NOT send the extender unless I waited a month for Xfinity to “test” my system. I told HIM I would have no internet on one side of my house for 1 month, so I had to turn down to his offer. So the supervisor also refused to honor the agreement I signed with Xfinity.

So... in summary — Xfinity called ME, made me an offer, which I accepted. And then Xfinity didn’t fulfill their agreement. And when I made two Xfinity personnel aware of the problem, they both refused to honor the agreement I had signed.

What is this? This is FRAUD. See this quote:

“Fraud against consumers is often related to false promises or inaccurate claims made to consumers…”

https://www.winston.com/en/legal-glossary/consumer-fraud.html

I had to spend an hour and 15 minutes on the phone, BEGGING to get what Xfinity told me I would get, with no resolution. And then I had to spend time writing this. When everything is operating correctly, Xfinity’s internet is great. But the company suffers from massive incompetence in taking care of customer issues. I tried to resolve this on the phone. As I mentioned at the beginning of this post, the last thing I wanted to do was post this here, but I don’t know where else to go. It seems like no one at Xfinity knows what anyone else is doing, or is willing to uphold the company’s agreements.

I am asking that someone from senior management contact me, IF there is someone who cares how this company treats their customers or honors their own agreements, and also has the power to make decisions.

I have already spent too much time on this, so I am asking that you help me resolve this quickly. If you can’t or won’t, I will have to report this fraudulent behavior to the appropriate legal authorities at the local, state and Federal levels.

Thank you for your kind attention and I hope you can help resolve this.