Bait and switch

@XfinityPaula​  Hi Paula, thank you for your response. I have been dealing with this issue since May. I was lied to about the price of my phone bill now I don’t know what to do and I’m not sure how to get out of it. I have been dealing  Ty [Edited: "Personal Information"]and Caitlyn With Xfinity escalations. . Ty has been helpful but a bit delayed on response. Caitlyn I find extremely rude. She said there was nothing she could do since I signed the contract.  When signing the contract I immediately brought to the gentleman‘s attention that the price was incorrect. He told me it was incorrect until they received my trade-ins. I would like to send the new phones back and the watch back and cancel my 43 years of service and go with someone else if this is how I am to be treated, I was told the phones would be less than $100 not 160. I was also told that Ty gave me free watch service for a year for my struggles with Xfinity. I have not even begun to scratch the surface of what has happened in the last couple of months. However, Ty did promise me that I would get what I was promised, which was my phone bill would be less than $100 a month. I was told my bill would only be three dollars and my husband‘s eight dollars .( That was the second time, The first time I was told the Iphone 16 was free. ) That would make my $95 phone bill go to $106. Ty assured me, I would get what I was promised so did another gentleman that I spoke with an escalations however, I did not get his name. I spoke with him just before speaking with Ty. Caitlyn was extremely rude, pretended as if she could not hear me said she would call me back and hung up. She never called back. I had also written her and asked for her supervisor‘s name so I could report her attitude and she has not responded. I had another gentleman do the same thing acted as if he could not hear me and hung up again with No Call back. It is absolutely disgusting what is happening and how some of your employees treat customers. If you want full detail from start to finish, I am willing to do so. If you can help and get my phone bill down, I appreciate it. Otherwise I will go with another company. Caitlyn told me it’s been more than 30 days so I cannot return the phones however it has taken me more than 30 days to attempt to fix the issue. Ty told me to call back once I receive the bill and she would make sure everything was corrected that alone took 30 days. Your chat is completely broken. You have 10 different people telling you 10 different things if you can help me Paula I appreciate it if not, tell me what to do to return the phones and the watch and go with someone else. I did write the BBB but I have not written to The FCC yet. Again, I am absolutely horrified at what’s been happening. It’s bothering me so much. I wake up at night. I don’t know how People can sleep at night, knowing they’ve [Edited: Language] someone over. 

@user_56rvdr Thank you for sharing the details of your experience. We'll be happy to look into this deeper, and find those tickets that may have been opened for your issue. Please send us a Direct Message with your full name and service address. My teammate shared the instructions right above. We look forward to hearing from you.