Urgent Assistance Required: Issues with Account Changes and Miscommunication

Dear Xfinity Customer Service Team,

I am writing to express my dissatisfaction with a recent experience involving changes to my Xfinity services. My account details are as follows:

[Edited: "Personal Information"]

Incident Date: February 25, 2025

Summary of Issues:

1. Misleading Plan Information: During a live chat session on February 25, 2025, around 3 PM, I inquired about discounts to reduce my current Xfinity Internet and home phone service. The agent offered two plans: $94/month and $105/month. I emphasized the necessity of retaining our home phone line for two elderly family members and keeping our existing modem. The agent assured me that our current services would remain unchanged and mentioned a free Apple Watch and mobile phone offer. Initially, I chose the $105 plan, but due to issues with the reward, I had to opt for the $94 plan. The agent then sent me a link requesting only my SSN and birthdate, leading to an automatic confirmation without presenting the contract for my review.

2. Unexpected Charges and Services: After this interaction, I discovered an unexpected one-time government fee related to the phone and an additional $25 charge for a new device line—services I neither requested nor were informed about.

3. Ineffective Support and Communication: Attempts to resolve these issues involved multiple agents across different departments, each unable to provide a satisfactory solution. Promised cancellation emails were not received, and I was advised to refuse the package (Order number: [Edited: "Personal Information"]) upon delivery to initiate a return and refund process.

Desired Resolution:

• Immediate Cancellation: Cancel any unauthorized services or orders, including the “free” mobile phone and associated charges.

• Restoration of Original Services: Revert my account to its prior state, maintaining only the existing Internet and home phone services without additional charges.

• Clear Communication: Provide a detailed explanation of any changes made to my account and ensure all future offers are transparent and align with my specified needs.

I have been a loyal Xfinity customer for nearly 17 years and am deeply disappointed with this experience. I request prompt attention to this matter to rectify the situation and restore my confidence in your services.

Please contact me at your earliest convenience to confirm the resolution of these issues.

Sincerely,

Nicole [Edited: "Personal Information"]