URGENT FRAUD AND DECEPTIVE PRACTICES

URGENT MESSAGE SEQUENCE OF EVENTS FOR MISLEADING AND DECEPTIVE PRACTICES AND FRAUD
On August 6, 2025, my internet trouble began. I contacted Xfinity after the internet connection stopped working. The Xfinity virtual assistant guided me through basic troubleshooting. Despite multiple attempts, no signal was restored. Xfinity recommended a technician visit, he came to my home without any equipment and told me to buy a new modem at Best Buy. 

I messaged the Xfinity support agent to get the new modem set up. Instead of resolving the outage, I was redirected into a sales conversation disguised as technical support. During the 3 hour chat, I was pitched a bundle package including internet, Xfinity Home Security, and a “free” iPad. At no point did I request additional services or equipment; I contacted Xfinity solely for help restoring my internet connection. I was quoted three different monthly prices by different representatives ($175, $120, and $80) for the same package and never received a written or itemized breakdown. I kept declining the offers but the agent was relentless on providing me with a free iPad. I was told the iPad was “free.” When he mentioned the Security system, the agent assured me that I would find. However, I later found out that in reality, the iPad was financed as a loan at $20.83/month for 24 months ($499.99) under my husband's social security number without our consent. 

I have attempted to escalate to the fraud department repeatedly. Instead of escalation, I have been passed between internet support, billing support, and mobile support agents. Multiple agents admitted that the iPad was supposed to be free and that “an issue with the promotion” existed but no one is understanding that you all fraudulently financed money that affects my husband's credit. 
I have been promised callbacks and supervisor reviews, but nothing has been resolved. This is a company wide avoidance of accountability. Currently my bills, began to reflect charges that didn’t match any of the quoted offers.                                        

These are highly deceptive business practices. Consumers should not be lured into sales agreements when they are seeking technical assistance, nor should they be misled with false promotions. 

The series of events that have occured raise serious legal and compliance concerns. FTC false advertising (marketing a free device that wasn’t free), Truth-in-Lending Act violations (failure to disclose financing terms), Ffraudulent use of personal information (unauthorized use of SSN to open credit). The combination of misquoted service rates, hidden financing, and incorrect charges has left me paying for services and equipment that I never agreed to.

FCC – Truth-in-Billing Rules: Bills and service terms must be clear and not misleading. Pricing inconsistencies and missing equipment break this rule.

FTC Act – False Advertising: The iPad was promised as free but was financed. That is classic deceptive advertising.

Truth-in-Lending Act (TILA): Financing terms were never disclosed, and you were placed into a credit agreement without informed consent.

Fraud / Misrepresentation: Using my husband’s Social Security number to set up a financing account without authorization is potentially identity fraud.

State UDAP Laws (Unfair and Deceptive Acts and Practices): Misleading quotes, failure to honor promotions, and refusal to escalate your fraud complaint all fall under deceptive practices.