Worst Customer Service

June 10, 2024: I was offered a promotion by Xfinity. The agent told me that if I purchased the Motorola Moto G Play (2024), 64GB in Sapphire Blue, the cost of the phone would be $6.43/month, and it would be included within a $27| month bill alongside my internet service.

The agent explained it like this (their exact wording): "Your internet bill is $55.00, but with the $35 discount applied for adding a mobile line, it comes down to $20. The mobile device cost is $6.43, so the total monthly bill will be around $26.43." That was the agreement I signed up. Instead, Xfinity never honored that promotional pricing. My bills fluctuated wildly — some months were around $40, others went up to $115, and no one could give a straight answer as to why. 

January 2025: After dealing with multiple customer service reps (honestly felt like I spoke to every single person working for Xfinity), I finally posted my issue here on the forum.

The case was escalated, and I was given a ticket number: ESL05021061

January 24, 2025: Resolution Offered by Jamie L (Executive Customer Relations) stepped in and applied discounts to fix the issue. My Fast Internet plan was adjusted to $16/month, taxes and fees included, for 24 months.

I was told this pricing was secure for two years.

September 2025: Discount Suddenly Removed Even though the agreement stated 24 months, the discount abruptly stopped being applied in August 2025, and in September my bill jumped from $16 to $110, with no prior notice and no valid explanation.

I’m asking for Xfinity to:

Honor the original promotional agreement,  reinstate the 24-month discount that was applied b by Executive Relations and refund my the $96 extra I was charged in September and whatever extra they want me to pay for November.

I just want the pricing commitment that was documented and promised. 

On 111/7/2025 I was contacted by an extremely rude customer service agent (Trish) who wouldn’t let me speak to her supervisor and instead she closed the ticket to my complain. 

I have just discovered these forums as a means to obtain a resolution. Please enable Direct Messaging for me.