Dishonest Customer Service and False Offers from Agents

I am not usually someone who complains in a public forum but felt my terrible customer service experience recently warranted it for others sake.

I reached out to an Xfinity agent via chat to ask about an unexpected increase of $20 to my monthly internet bill. I was told it increased because a promotion I had on my account had expired. I inquired if there was any way they could lower my bill as it had increased by quite a bit and I had been quoted offers from competitors that were much lower. After some time, the agent found a deal for $48 per month or $40 if I signed up for automatic billing. This was still more than I had been quoted with other services so I asked if they would be able to match their price or beat it. The agent came back and said they found a deal for $33.35. I was happy with that offer so I agreed to the change. After some time, the agent asked for my email for confirmation and approval. I gave it and then got disconnected shortly after and received no email. I was then connected to another agent and had to explain the whole situation to them. They first offered me the same $40 deal but I explained that the previous agent offered my $33. They then also agreed and said they were starting the process to apply it to my account. Before they could finish, they were also disconnected and I had to explain the whole situation again to another 1-2 agents. At this point, I had been dealing with this for over 2 hours. Finally, I thought I was in the green after I was able to stay on with an agent who said they were updating my account and sending me a $20 credit. I made sure we didn’t get disconnected this time and waited until the agent confirmed all was set and that I could disconnect. I checked my email immediately after and saw the $20 credit confirmed but nothing about this new rate of $33. I got back on with another agent via chat to ask if they could check on the update to my account as I hadn’t received the confirmation email or saw any changes in my account other than the $20 credit. This person looked into it and said they could only offer me the $40 offer despite me explaining that at least 3 other previous agents offered me a lower rate. At this point, I had had enough and was incredibly frustrated and upset. I requested to speak with someone via phone. I was connected to someone who I then explained the whole situation and how at this point I had been dealing with this for over 3 hours and it had taken up my entire evening. This person said that they don’t know why or how 3 other agents offered me anything lower than $40 and that there was nothing they could do. I asked if she could look back at the chat history and see that I was not making this up and she said that she could not, as virtual agents and phone agents are in two different systems. At this point I was infuriated and asked if there was anyone else I could speak with. She connected me with her supervisor, who said the same thing. She was very polite and apologized for what I had been through. I asked how I could possibly be offers something that was not real and she had no idea and said either it was a glitch or they were lying and that she would report this to quality to be escalated and investigated. In the end, I had been on for about 4 hours and finally just agreed to the lower $40 rate for now but will be looking into other options for my internet service, because I feel after this experience being deceived and gaslighted, that Xfinity is not an honest organization.

I write this all as a warning: Do not trust what an agent tells you until you get a confirmation and see the change in your account, especially when speaking with virtual chat agents.

I’ve attached screenshots from my various chat conversations for reference.