Customer Retention, lies, undelivered promises and multiple accounts

I have spent over 5 hours on the phone and as many in chats over the past month. In short, I was promised a rate for internet, in writing, in a chat that was not honored when the contract was sent. I rejoined the chat and was told "sorry", so I called and spoke to someone in customer retention. I was on the phone for over an hour with "Jack" and told him I was at work - he said he'd call me back later in the day, and he did - we spent another 1.5 hours on the phone while he sent me codes and confirmations and told me he'd call me back in a day or two to complete the changes. He never did. I now have TWO internet accounts and TWO mobile accounts - being charged for both.

After hours on a new chat, I am told that they will not give me the offer I was promised, that I am breaking my contracts by having multiple accounts, and that they are going to close my accounts for breaking the terms of service.

All of this has been dishonest and bait-and-switch. 14 years as a customer, and this is the treatment I get.

How do I get someone from customer retention, who can see the reps' notes on my account, to call me? DO NOT point me to a chat - over and over they make me retell the story, reupload the screenshots, and reauthenticate my accounts - with each reply taking 12-24 hours.

Responses

Oldest First

Selected Oldest First

XfinityKassie

Official Employee

•

2.6K Messages

17 days ago

@user_pda79 Good day, and welcome to Xfinity Forums! We appreciate you taking the time to share your experience with Xfinity Forums, and reach out to our team. Thank you for your loyalty over the years, it's greatly appreciated. This isn't the ideal experience we want our customers to have. I'd be delighted to review your accounts, and see what needs to be corrected. Since I'll need to get some account details, we'll need to move to Direct Message. Please send your name and service address to begin.

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

(edited)

user_pda79

New Poster

•

8 Messages

I've done chats for over 4 hours.

## Detailed Timeline of Events (June 26 – July 16, 2026)
### Phase 1: The Initial Rate Increase & Promotional Misrepresentation (June 26 – June
30)
 The Issue: The consumer's bill increased from $70/month to $130/month due to an
expired promotion. The consumer reached out via chat to negotiate a competitive
rate, referencing a 5-year lock deal offered to new customers and a competing
local offer from Fidium for $61/month.
 The Quote: A chat representative quoted the consumer a $80/month 5-year price
lock during an explicit discussion regarding the 1 Gbps (1,000 Mbps) speed tier.
 The "Bait-and-Switch": When the formal order consent link was sent, the pricing
was incorrect. The email listed $80/month for 500 Mbps and $85/month for 1 Gbps.
When the consumer pointed out the discrepancy with screenshots, the
representative denied the original quote and blamed "conversation switching" on
their end.
 Escalation: The consumer refused to sign, requested a transcript to file a
complaint with the New Hampshire Attorney General, and demanded a transfer to
Customer Retention.
### Phase 2: Unauthorized Account Creation by Retention Agent "Jack" (Early July)
 The Phone Calls: The consumer was contacted by a Customer Retention
representative named "Jack." Across three separate phone calls totaling over 5
hours, Jack attempted to resolve the dispute by offering a $70/month rate locked
for 5 years.
 The Unauthorized Action: Without the consumer's explicit understanding of the
mechanics, Jack opened an entirely new, secondary internet and mobile account
at the exact same physical address (121 Dean Farm Road) to bypass system
limitations and secure the "new customer" rate.
 The Abandonment: Jack was supposed to call back "in a couple of days" to
transition the existing Wi-Fi settings, equipment, and 4 mobile lines (By-the-Gig
plan) over to the new account and close the old one. He failed to follow up, leaving

the consumer with two active billing internet accounts ("HOME" and "121 Dean
Farm Road") and two active mobile accounts, resulting in immediate double-
billing.
### Phase 3: Delay Tactics & Policy Roadblocks (July 11 – July 15)
 Delayed Communication: The consumer attempted to get the account mess
resolved via chat. Responses from Xfinity took anywhere from 12 to 24 hours,
routinely causing security verification codes to expire before the agent could
process them.
 The Policy Refusal: On July 15, an agent named "PeterH" reviewed the account
and informed the consumer that opening a secondary account to get a new
customer discount "violates company policy" and could result in the account
being flagged/disconnected.
 Refusal to Honor Pricing: PeterH insisted on closing the newly created $70/month
account but refused to honor the previously quoted $80/month rate on the original
account, stating the promotion was "no longer available." He offered a rate of
$95/month instead.
 Severe Utility Risk: The consumer pointed out that they have zero cellular
coverage at their residence and rely entirely on Wi-Fi calling. Disrupting the
gateway or settings without a seamless transition threatens their primary means
of emergency communication.
### Phase 4: Continued Misinformation (July 16)
 The Phone Runaround: The consumer spent 40 minutes on the phone with an
agent who confirmed a pending order for $80/month for 1 Gbps was waiting on the
account. However, when transferring the consumer to complete the order, the
agent accidentally routed them to a Spanish translation line.
 The Final Chat Discrepancy: Upon starting a new chat, another agent again
quoted $80/month for 5 years for 1 Gbps, but immediately reneged minutes later
during the contract generation, sending a document for $95/month.
## Summary of Active Damages & Violations
1. Unfair and Deceptive Trade Practices: Multiple agents formally quoted a price of
$80/month in writing to keep the customer's business, only to repeatedly generate
contracts at higher rates ($85 and $95).
2. Unauthorized Account Creation / Slamming: An internal retention agent ("Jack")
established duplicate service and mobile accounts at a single residential address
without clearly explaining that he was creating a parallel set of billing accounts,
resulting in unauthorized double-billing on the consumer's credit card.
3. Severe Customer Service Negligence: Over 10+ cumulative hours of chat and
phone interaction over three weeks have resulted in no resolution, pending
double-charges, and a refusal by the company to honor rates promised by its own
representatives.

17 days ago

user_pda79

New Poster

•

8 Messages

17 days ago

## Detailed Timeline of Events (June 26 – July 16, 2026)

### Phase 1: The Initial Rate Increase & Promotional Misrepresentation (June 26 – June 30)

The Issue: The consumer's bill increased from $70/month to $130/month due to an expired promotion. The consumer reached out via chat to negotiate a competitive rate, referencing a 5-year lock deal offered to new customers and a competing local offer from Fidium for $61/month.
The Quote: A chat representative quoted the consumer a $80/month 5-year price lock during an explicit discussion regarding the 1 Gbps (1,000 Mbps) speed tier.
The "Bait-and-Switch": When the formal order consent link was sent, the pricing was incorrect. The email listed $80/month for 500 Mbps and $85/month for 1 Gbps. When the consumer pointed out the discrepancy with screenshots, the representative denied the original quote and blamed "conversation switching" on their end.
Escalation: The consumer refused to sign, requested a transcript to file a complaint with the New Hampshire Attorney General, and demanded a transfer to Customer Retention.

### Phase 2: Unauthorized Account Creation by Retention Agent "Jack" (Early July)

The Phone Calls: The consumer was contacted by a Customer Retention representative named "Jack." Across three separate phone calls totaling over 5 hours, Jack attempted to resolve the dispute by offering a $70/month rate locked for 5 years.
The Unauthorized Action: Without the consumer's explicit understanding of the mechanics, Jack opened an entirely new, secondary internet and mobile account at the exact same physical address (XXX) to bypass system limitations and secure the "new customer" rate.
The Abandonment: Jack was supposed to call back "in a couple of days" to transition the existing Wi-Fi settings, equipment, and 4 mobile lines (By-the-Gig plan) over to the new account and close the old one. He failed to follow up, leaving the consumer with two active billing internet accounts ("HOME" and "XXX") and two active mobile accounts, resulting in immediate double-billing.

### Phase 3: Delay Tactics & Policy Roadblocks (July 11 – July 15)

Delayed Communication: The consumer attempted to get the account mess resolved via chat. Responses from Xfinity took anywhere from 12 to 24 hours, routinely causing security verification codes to expire before the agent could process them.
The Policy Refusal: On July 15, an agent named "PeterH" reviewed the account and informed the consumer that opening a secondary account to get a new customer discount "violates company policy" and could result in the account being flagged/disconnected.
Refusal to Honor Pricing: PeterH insisted on closing the newly created $70/month account but refused to honor the previously quoted $80/month rate on the original account, stating the promotion was "no longer available." He offered a rate of $95/month instead.
Severe Utility Risk: The consumer pointed out that they have zero cellular coverage at their residence and rely entirely on Wi-Fi calling. Disrupting the gateway or settings without a seamless transition threatens their primary means of emergency communication.

### Phase 4: Continued Misinformation (July 16)

The Phone Runaround: The consumer spent 40 minutes on the phone with an agent who confirmed a pending order for $80/month for 1 Gbps was waiting on the account. However, when transferring the consumer to complete the order, the agent accidentally routed them to a Spanish translation line.
The Final Chat Discrepancy: Upon starting a new chat, another agent again quoted $80/month for 5 years for 1 Gbps, but immediately reneged minutes later during the contract generation, sending a document for $95/month.

## Summary of Active Damages & Violations

Unfair and Deceptive Trade Practices: Multiple agents formally quoted a price of $80/month in writing to keep the customer's business, only to repeatedly generate contracts at higher rates ($85 and $95).
Unauthorized Account Creation / Slamming: An internal retention agent ("Jack") established duplicate service and mobile accounts at a single residential address without clearly explaining that he was creating a parallel set of billing accounts, resulting in unauthorized double-billing on the consumer's credit card.
Severe Customer Service Negligence: Over 10+ cumulative hours of chat and phone interaction over three weeks have resulted in no resolution, pending double-charges, and a refusal by the company to honor rates promised by its own representatives.

XfinityPaula

Official Employee

•

2.2K Messages

user_pda79 I understand that you are not interested in going through with chat support again, and please know that our team here on our Xfinity Forums is not the chat team. We are part of the corporate customer service team, and we help our customers on our Xfinity Forums as well as other social media platforms. For account specific issues we ask our customer to send us a direct message so that we can assist you. While we support our customers over a digital/Social platforms we can help.

Please send us a direct message with your name and service address. We can help with getting the support we need.

Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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 as Best Answer. tick

17 days ago

user_pda79

New Poster

•

8 Messages

If that copy/paste reply is the best you can do, I will just move ahead with all of the formal complaints and in looking at Fidium for internet.

It's no wonder your company is hemorrhaging customers.

17 days ago

XfinityPaula

Official Employee

•

2.2K Messages

user_pda79 I'm sorry for the trouble you have gone through. If you change your mind please let me know. We would love to bring your experience to our corporate peers, but I fully understand if you prefer to continue with your formal complaints.

17 days ago

Customer Service

user_pda79

Customer Retention, lies, undelivered promises and multiple accounts

XfinityKassie

user_pda79

user_pda79

XfinityPaula

user_pda79

XfinityPaula

New to the Community?