Visitor
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2 Messages
Unethical and Deceptive Xfinity Customer Services Practices
A gentleman submitted the post below in 2024. I experienced exactly the same thing last week. I am sure I am not alone.
It absolutely shocking that Xfinity allows their customer services representatives to engage in such Illegal and unethical business practices and refuse to take corrective action to ensure the customer is protected and can revert back to their original plan.
Deceptive and unethical business practices
I am writing to formally complain about what can only be described as deceptive and unethical business practices that I recently encountered with Xfinity.
Here is his post:
On Thursday April 4, 2024, I contacted your customer service to inquire about servicing new address. I still live and have an active cable plan at my current address. During the call with the rep, I was offered a promotion for my current plan that purportedly would increase my internet speed at a discounted price, without affecting the rest of my existing cable plan. I explicitly sought clarification from the rep multiple times about whether my current channel package would be changed. Each time, I was reassured by your representative that my cable plan would remain unchanged, and this promotion would only affect the internet speed upgrade.
The following day, I discovered that all the premium channels included in my original plan were deactivated. Upon contacting your customer service to address this discrepancy, I was informed that the premium channels were no longer part of my package and that reinstating them, along with the newly promised internet speed, would result in a higher monthly charge than my previous arrangement. This was the complete opposite of what was explained to me by the previous rep. I was told that nothing in my cable plan would change, and now Xfinity customer service was telling me that is not the case and I would now being pay more money for the exact service I had previously. You can imagine my surprise and indignation at this information. It was especially frustrating to hear Xfinity acknowledge that I was given wrong information, but they had no intention of rectifying the issue.
Despite spending over an hour on the phone with various representatives, the best resolution offered was a one-time credit, which falls significantly short of rectifying the situation. It is apparent to me that either I was grossly misinformed by your representative, or this is a calculated strategy by Xfinity to mislead customers into agreements that are less favorable than originally promised.
This situation not only reflects poorly on Xfinity’s commitment to customer satisfaction and ethical business practices but also has directly impacted my trust in your company. I would like this issue to be addressed by offering me an adjustment on my monthly statement that
XfinityDena
Official Employee
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3.8K Messages
2 months ago
@user_c2704s
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
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user_jdc61
Visitor
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1 Message
21 days ago
I experienced this exact same tactic just yesterday (10/04/25), but didn't fall for it.
I initiated a chat to inquire about a payment discrepancy. Afterward during the chat, the representative suggested that I change to a plan where I would have faster internet service for a significantly reduced monthly cost for 12 months. I asked them to forward me the details via email. They sent me the "details" of the new plan, but the math wasn't mathing. There was a price at the top of the email for $110, the Latin streaming was $10 (free with the plan, but the small print said you were required to subscribe to something, which defeats the purpose of the discount anyway), and the price I would be paying was $65. So I asked them what that $110 was and what the $35 difference in what I would be paying if the only discount was the Latin streaming, yet they refused to break down any of that and kept parroting that they assured (they love that word) I would be paying only the $65.
The plan was 1gig speed with free Latin streaming services for $65 a month for 12 months. I told them I don't need any streaming services (particularly Latin, I'm not Latino), and if they had anything cheaper that was ONLY internet service and no streaming, etc. I'm not new to this type of bait 'n switch, knew exactly what they were up to, and where this was going.
If they don't [Edited: "Language"] you right at the onset, they [Edited: "Language"] you after the promotional offer ends, and I knew that $110 was what I was going to end up paying regardless. It was only a matter of if it was the next day or after 12 months. Without exception, every time the promotional ends and you want to go back to your previous plan, you get the whole "That plan is no longer offered" [Edited: "Language"] even though you know other people who have it, and you're stuck with a SIGNIFICANTLY pricier plan with no upgrade in service, rinse and repeat when they AGAIN make you some offer for the next 12 months. This is how the plan I currently have doubled over time yet my provided service has not changed. They are charging me a higher price for a plan I've had for years yet with no upgrade in service.
This is not some rarely used tactic their low paid outsourced CSR's in India are doing on their own and without their knowledge. This is something they are coached to do by management at some level, and is intentionally set up to have little to no recourse or accountability. There is no way in [Edited: "Language"] you can convince me that something like this that is so widespread and common knowledge that has been going on for so long isn't known by higher-ups and the company writ large. This is not coincidence, accident, rare, rogue or otherwise poorly trained CSR's, etc. It is by design, and after all these years of it occurring and them being sued by regulatory agencies, it is STILL happening! Xfinity/Comcast knows EXACTLY what is going on because it is standard practice for them, and part of their feckless business model. This is why I pay no mind to their empty, automated, canned, form responses and excuses. They are simply paying lip service, yet it's business as usual.
I am currently in the works of moving to a different ISP.
(edited)
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