Horrible waste of time

After holding a high-speed Xfinity contract for over a year for work purposes, I was contacted about a new promotion that included a Wi-Fi plan and a free mobile line. I was told that in order to qualify, I would need to exit my current contract and switch to the new one so I could receive the phone. Since my original service was ending within two days and the new plan was only $5 more, I agreed. The idea of bundling everything into one bill also seemed more convenient.

Customer service assured me there would be no lapse in service and that I would be able to pick up my new phone in-store without any issues. However, this is where the problems began.

When I went to pick up the phone a few hours later, the store representative informed me that I had been misinformed and that nothing had been done to switch my Wi-Fi plan. I was told to contact customer service again. I did so, and after speaking with another representative, they claimed the account had been properly switched and once again assured me I could pick up the phone.

The following day, I went back with an appointment confirmation and waited over an hour, only to be told again that I had been misinformed. I was told it was not possible to pick up the phone in-store and that the entire process would have had to be completed in-store from the beginning. They said delivery was the only option.

I explained that delivery was not safe due to frequent package theft in my apartment building and that I urgently needed my service restored the next day. I was transferred to IT and went through the entire process again, only to be told they could not stop the shipment or change the situation in any way.

After all this, I asked if I could simply return to my previous plan. I was told that plan no longer existed, leaving me stuck in a new plan with no phone and unreliable service.

At this point, completely frustrated and feeling misled, I contacted billing to cancel everything. I was then told I would need to pay between $100–$200 in cancellation fees because I had just entered into a new 5-year contract. This was unbelievable, considering I was pushed into this situation through misinformation.

I expressed my frustration, lack of trust, and desire to terminate the account and asked that everything be documented. After being transferred again and having to re-explain the entire situation, another representative finally confirmed that my account could be cancelled with no charge.

This entire experience has been exhausting, time-wasting, and extremely upsetting. I feel misled, pressured, and disrespected as a customer. What should have been a simple plan change turned into a stressful ordeal that has completely damaged my trust in Xfinity.