Deceptive Pricing - Bait and Switch

On April 2, 2025, during a chat session with an Xfinity agent, I was offered a 24-month promotional price of $227.74 per month, a reduction from my current $235.06 monthly rate. This rate was confirmed via email (available upon request) and included my current TV streaming services, as well as “Taxes and other Fees.” I accepted the offer and was informed that a modem would be sent to me shortly. However, on Friday, April 4, my internet service was abruptly disconnected. The following day, I contacted Xfinity about the outage, only to be told that my old service had been discontinued and the new service, which required the new modem, had been initiated. I explained that I had yet to receive the modem, which wouldn’t arrive until the following week, and requested that they roll back my account to the previous service so I could regain internet access. I was informed that my old service was no longer available and I needed to upgrade to the new service. Following a frustrating conversation, where I reiterated that the modem had not yet arrived, the agent instructed me to visit my local Xfinity center to pick up a new modem. I  followed their advice, retrieved the modem, and successfully restored my internet connection at home.

However, after setting up my new account I was informed that my new monthly bill would now be $243 per month and not $227.24 as originally offered! Feeling even more aggravated by what clearly appeared to be a bait-and-switch tactic, I contacted Xfinity again and spoke with a supervisor account manager (#571744). The supervisor claimed there was nothing he could or would do, asserting that by picking up the new modem, as directed by Xfinity, I had initiated a new contract at the new price of $243 per month. I attempted to explain that the issue was Xfinity’s fault, as they cut off my internet before the new modem arrived and directed me to retrieve one locally. However, the supervisor coldly stated that “sympathy” was not his responsibility and refused to assist me further.  At this point, I expressed my profound frustration and anger regarding the situation, particularly with his dismissive and unprofessional approach to customer service.

I have been a loyal customer for many years and I am deeply upset by this deceptive bait-and-switch practice by Xfinity. Had I known the true pricing, I would have never switched my original internet service in the first place. I hope this complaint will result in a fair resolution of this issue, offer me some form of customer satisfaction, and help prevent other Xfinity customers from being subjected to these underhanded tactics in the future.

Thank You in advance for your assistance in this matter.  I have also sent a copy to the FCC.

Kevin B....