Visitor
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2 Messages
Lack of transparency/dishonesty
Hi, I’ve been an Xfinity for several years now. I started with their mobile service in March this year, also buying iPhone 17 pro max with their package. Xfinity withheld vital information from me at the time of my purchase and I would like to dispute this or take it as far as filing a lawsuit for lack of transparency/withholding of vital information/dishonesty/incompetent customer agents/lying.
XfinityCarolyn
Official Employee
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408 Messages
8 hours ago
I can understand why you'd be upset if you feel important information was not fully explained when you signed up for service and purchased your device. We certainly want our customers to have a clear understanding of any terms, promotions, and commitments before making a decision. To better understand what occurred, could you provide more details about the information you believe was withheld?
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user_6z83vm
Visitor
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2 Messages
4 hours ago
Thank you for acknowledging my first message. To clarify, I did an extensive research on iPhone 17 pro max with Xfinity, had several phone calls, and eventually even went in person to the Xfinity store in my city to finally make the purchase. This took several weeks as I needed to be sure I was being diligent to get all the helpful information I needed before making such a critical decision as committing to a device and mobile plan for 36 months. That to me is no small deal. This was in March 2026. Several Xfinity customer agents both on the phone call and in person reaffirmed that my plan was approximately ~$60 per month and based on that information, I committed to the plan. There was no mention of any conditions such as keeping Xfinity internet for the 36 months pay installments period. I relocated to a different state 3 months later for a new job after graduation and in my new place, my home internet was mandatorily provided with my rent using another internet provider that my apartment management provided, so I couldn’t continue my Xfinity internet anymore. It’s worth mentioning that Xfinity internet service in my new city, Chandler, Arizona has a very poor signal anyway. So, I still maintained my Xfinity phone device and mobile plan even after relocation and I’ve paid June, July, and August billings. However, Xfinity customer agents are now giving me new information that my monthly bill for my current plan would increase by another ~$17 monthly because I no longer have the internet service with Xfinity. My point is simple - Xfinity kept such a critical information from me. I would not have considered the plan from the beginning if I knew that it required a ~$77 monthly plan for 36 months both device and internet. I believe all the phone calls that I had with Xfinity when making the purchase were recorded so we can confirm indeed that Xfinity held such a vital information from me as a customer. I consider this as lack of transparency and baiting because Xfinity agents didn’t accurately explain the plan. They kept the most vital information from me so I would commit to the plan. That is unacceptable, and I dispute the request to increase my remaining monthly device and mobile bill. Thank you.
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