Recent Interaction with Xfinity Customer Support

Hello! I recently had a quite lengthy interaction with Xfinity support over live chat that essentially ended with the agent admitting that a previous agent had lied about an offer in order to keep my business.

If my chat records are able to be accessed, my (multiple) interactions today will show the representative attempting to help me, and failing, and I believe my interactions with Xfinity support on 8/28/24 will show the initial chat I had where the agent lied to me about the plan that I would be accepting.

You can find those chats under this same Xfinity account.

Long story short, the first agent offered me a deal, in chat, that was for 1000mbps download speed and a subscription to Peacock, for about $70 per month. When I asked for confirmation that this would include my monthly rental fee for my Xfinity modem, they confirmed that it would, as you can likely verify in the chat records.

Today, (9/16) my internet dropped, causing me to miss two hours of work, as I work from home. I found out after some chats that it was because the original plan I agreed to was never to include a monthly rental fee. So, essentially, my Xfinity modem was deactivated and the only way to restore my internet connection was to agree to $15 of monthly fees on top of my already agreed to plan.

My frustration is that, after being plainly lied to by an Xfinity agent, losing two hours of work and several hours of my life without internet and in chats, I was only offered $15 of credit to my account.

In my mind, I was essentially tricked into agreeing to a contract that I was told would be $70 monthly including rental fees. I agreed to the contract, and, upon finding out I was lied to, am stuck in a contract that I was not prepared to pay for.

Please let me know if anything can be done to rectify this, and I hope this isn't too much trouble.