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user_whe8m1
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Wednesday, February 18th, 2026 4:31 AM

Where to file a complaint about bait-and-switch tactics by Xfinity?

Absolutely horrendous Xfinity experience.  Was offered a package and accepted it from a support person who stated confirmation would arrive in email in 1 hour (I have the live chat transcript and screenshots), only to have it never show and not honored when I reached out and was shuffled across 6 other representatives.  Canceling my services after 13 years.

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17 days ago

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user_whe8m1

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7 Messages

18 days ago

Absolutely horrendous Xfinity experience.  Was offered a package and accepted it from a support person who stated confirmation would arrive in email in 1 hour (I have the live chat transcript and screenshots), only to have it never show and not honored when I reached out and was shuffled across 6 other representatives.  Canceling my services after 13 years.

Note: This comment was created from a merged conversation originally titled Where to file a complaint about bait-and-switch tactics?

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XfinityQue

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483 Messages

18 days ago

 

user_whe8m1, hello there and thanks for reaching out. I completely understand your frustration. I want to thank you for your tenure in this time as well. Let me see what transpired on your account so I can help assist with getting this matter resolved. To move forward with your concern, please send us a direct message with your full name and complete service address. From there I can authenticate your account and assist you further.  

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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user_whe8m1

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@XfinityQue​ Sent a direct message.  

Thanks for any assistance.

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18 days ago

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user_whe8m1

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After directly messaging with the Xfinity Support representative in the forums, it is clear that Xfinity will not honor the offer they made (I have documentation).  I am okay in being pushed to leave Xfinity and become an AT&T customer from now on.  I will make it a point to share my experience with my friends, family, and followers.  I will do my part in reporting the unethical business practices and showcase how I have made every attempt to enable Xfinity to fulfill their commitments, but Xfinity made the choice to not honor their offer to a longstanding customer.

If this is how a 'valued Diamond customer' of 13 years is treated, I no longer want to be a customer. 

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17 days ago

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XfinityCarolyn

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We can get it to the proper internal team to handle your concern. I just needed some additional information, do you remember the date and the name of the agent that you spoke to and did you keep any screenshots?

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17 days ago

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user_whe8m1

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@XfinityCarolyn​ Yes, I downloaded the Live Chat conversation and took a screenshot (good thing too, as the provided transcript from Xfinity omits the customers messages).  Here are a list of names of the people I have thus far had to deal with (as in repeat the situation, listen to them trying to convince me to a new 'best offer', and then listen to their excuses to why Xfinity will not honor their original offer - that is given to new customers).

  1. Prathna - Live Chat - original offer was presented and accepted.
  2. Mohd - Live Chat
  3. Mehul – via phone
  4. Anjum - Live Chat
  5. Rayadurgam - Live Chat
  6. <transferred to a Spanish speaker> – account closure, phone
  7. Emm – account closure, phone
  8. Xfinity Support on Forums.xfinity.com


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17 days ago

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user_whe8m1

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It was yesterday, Feb 17th. 

From the transcript:

Agent (02:37 pm): Hi MATTHEW, thank you for contacting Xfinity. My name is Prathna. I see you may have questions about your bill. Is that correct?

nullAgent (02:38 pm): I can understand. I will go ahead and check the details and will help you with this.

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17 days ago

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