Formal Complaint Regarding Misleading Offer Information and Excessive Time Spent Resolving a Service Request

I am submitting a formal complaint regarding my recent experience with Xfinity customer service while attempting to set up new service.

On July 19th 2026, I contacted Xfinity chat at approximately 8:17 PM ET to review available offers for a new service plan. From the beginning of the conversation, I clearly explained that I was interested in available online offers and specifically asked about a long-term 1 Gig plan.

During the conversation, I was guided by the representative to build my plan online. When I noticed the price was different than expected, I questioned the representative about the $50/month price I was looking for.

At 8:41 PM ET, the representative stated:

“I can completely understand your side. Since you want the 1 GIG plan for $50 a month, what you can do is get that plan for $70 for now. With the autopay discount, your bill will be $60 a month. Once your first bill is generated, we will apply a $10 discount on your plan, so your bill will be $50 a month. I will submit the request from my end.”

Based on this clear statement from the representative, I continued with the process believing that the additional $10 discount would be applied after my first bill. I relied on this information when deciding to proceed.

However, after the chat disconnected and I was transferred to other representatives, I was unable to receive the same commitment. I spent approximately 4 hours and 25 minutes (from 8:15 PM ET until 12:40 AM ET) communicating with multiple representatives and being transferred repeatedly. I also informed the representatives that I had a young child to attend to and that it was already late at night.

After all of this time, the final offer provided was only the same $60/month for one year promotion that was already available online. If this was the only available option, I could have completed the order online within minutes. The lengthy interaction, repeated transfers, and conflicting information resulted in significant inconvenience and wasted time.

I am requesting the following:

1. A review of the complete chat transcript and the representative’s statement regarding the $10 discount after the first billing cycle.
2. An explanation of why the commitment communicated by the first representative was not honored or carried forward.
3. Escalation to a customer resolution team or supervisor who can review and resolve this matter.
4. Consideration of an appropriate resolution given the inaccurate information provided and the significant time spent.

I expect Xfinity to take ownership of this issue and provide clarification on why I was given a commitment that could not be fulfilled.

Thank you.