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Monday, March 24th, 2025 4:12 PM

My new contract was supposed to be $45 and it is $80. They lied and they won't fix it. $420 I'll be overcharged!

I'm a 20 year customer who has never paid a bill late.

My contract for internet 800 speed was $30 a month.  My discounts were expiring soon and my plan was more than tripling in cost.  I contacted chat on 1/27/25 for a new contract.  After 2 hours on chat they said they found another 2 year contact for $30 for the same as what I had and it was all set-up and approved my a supervisor and they gave me a ticket number and said they just needed verbal approval and someone would call me in 15 min.  No one called me so I called back to find out the ticket number they game me was fake, the plan didn't exist and they contact was imaginary.  So they I spent like 10 hours on chat and calls over the next month trying to get them to honor what they told me in writing.  They wouldn't.  Finally on 2/25/25 I got chat to send me a contact which they said was for $45 a month.  I questioned them extensively about all the details and confirmed the discounts and ongoing monthly cost of $45 repeatedly.  They emailed me the contact and it said at the top "Due Monthly $45", but in the details I couldn't see enough discounts to get the listed plan down to $45 month.  I explained all this to the chat rep and said to me it looked like it was going to be $70 a month and I couldn't see the extra $25 in discounts.  He assured me repeatedly in writing that it was for sure $45 a month for 12 months and that he could see the rest of the discounts on his end.  I told him I'd already been lied to and was very concerned I would approve thinking the $45 that he was telling me and that it said at the top and it would actually be $70.  He promised me that wouldn't happen.  I got my first bill and it was all lies.  It wasn't $45 or even $70, but $80 a month.  So I'm being charged $35 a month / $420 over the 12 month contract that I did not agree to.  Just got off an hour and a half call and they won't do anything about it.  Even though it is writing.  Even though I clearly said in writing I was only agreeing to $45 a month and not $70 and the rep assured me it was so.  Everyone I have talked to has lied and they won't do ANYTHING for a 20 year customer who has it all in writing.  Nothing at all!  Not even so much as a courtesy credit.  They can just lied and trick and they won't do anything about it.  Don't believe anything they tell you on the phone or on chat.  They will all tell you the last guy lied and they aren't liars and yet then you find out they were lying to.  No one will help you or make it right.  I have never in my entire life delt with such a dishonest horrible company as Xfinity.   

Expert

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109.7K Messages

19 days ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

4 Messages

Thanks!  I 100% don't expect anyone actually employed by Xfinity/Comcast to help or do anything about this though as I've already spent like 15 hours talking/chatting with people including supervisors and they all admitted that multiple people lied to me and this isn't what I agreed to, but they don't care and claim they can't fix it and that they are unable to credit my account either in a lump sum or monthly which I also know is another lie because they did it 2 years ago when they lied and screwed up my bill.  They all claim that while other reps may be lying they aren't, but then it turns out that yup they were too.  Imagine that

Official Employee

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1.7K Messages

19 days ago

@EG Thank you!

 

@user_fhg3ax We appreciate you meeting us here in our community with the details about your experience. We're sorry to hear it hasn't been a good one. I can understand your frustration in having to deal with this. If you'll allow it, we'd be happy to look into this for you to see what we can do to change things around for you. If we may, please send us a Direct Message with your full name and complete service address. We look forward to hearing back from you.

 

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message.

(edited)

4 Messages

I sent a DM message.  We will see if anything is done about this or just more of the same so sorry you got lied to I'd me mad to, but I'm not gonna do anything about it.  I've got zero confidence at this point that anything at all will be done about this.  20 years as a loyal on time paying customer means nothing to this company.

Official Employee

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1.7K Messages

@user_fhg3ax We did get your message, and we'll continue to assist there.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

Just to publicly post so everyone can see.  I have received more of the same from the above Xfinity employee.  Despite giving them the reference to the chat where the rep repeatedly tells me that I'm agreeing to $45 a month and even when I say I can't find the plan getting to that in this contract he just points me to the top where it says "Due Monthly $45" and promises me it is accurate and that he can see it all on his end I I specifically say I'm NOT agreeing to $70 a month, but $45 (certainly not $80) and he say yes, that is what you are agreeing to.  All that has come of this is that they say $80 is what I agree to and do I want to look for another plan (which obviously doesn't exist) and start this whole process of lies over again.  They clearly didn't read the chat transcript and will do nothing to credit my account to make this right.  Nothing, but a total and complete waste of more of my time and they are not going to do anything or stand by their promises or even admit I clearly was told and only agreed to $45 a month.  Run far and fast from this company

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