Visitor

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2 Messages

Monday, January 12th, 2026 4:53 AM

Unwanted service added without consent, lying to customer

I visited the xfinity shop at 2825 El Camino Real #100, Palo Alto, CA 94306 today for an Internet plan, and a male staff member helped me. I mentioned I want the 300mbps plan with promotion ($40/m) while he said I would have to rent a modem for $15 /m. When I got back home, I noticed there was a fee called now tv-Latino added to my bill which was exactly $15 /m. It took me 1h to figure things out and almost wasted half of my day. Plus, the staff member picked up several phone calls and texted messages during the service , leaving me aside. 

this kind of behavior is extremely unacceptable and dishonest, if I had not figured that out , I would have had paid for extra fees every month until I surprised myself with the bill one day. Your salesperson is a liar , the worst shopping experience ever. 

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Visitor

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2 Messages

12 hours ago

There was no such a rental fee for the plan I chose, fyi

Official Employee

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2.4K Messages

This is far from the experience we want you to have @user_vbinju! We appreciate you for bringing this to our attention! Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:


Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

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