Visitor
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3 Messages
Xfinity Customer Service SCAMMED Me to Pay an Extra $30/month on a New Gen Z plan and now Customer Service Won't Help Me!
On 10/25/2025, I activated a new iPhone purchased through Xfinity Mobile with assistance from an Xfinity agent named Divyanshi. At the end of the the activation, the agent asked if I wanted to keep ALL my existing services and save some money through applying a new Xfinity promotional GEN Z package. I repeatedly asked if I would keep all the current features of my existing plan and she assured me that I would. She said everything would be the same except I would no longer pay $347/month and my payment would drop down to a total of $318/month. Again, I asked if everything else that I had been enjoying with my old TV-Internet-Home Security plan would remain intact. She again assured me it would. I therefore proceeded with the new package. After upgrading, I immediately tried to go to my DVR and saw that my 150 hours of storage was cut down to just 20 hours! On 10/26/2025, I had to work with Xfinity agent Pragati to upgrade my DVR storage back to my original 150 hours. This however raised my bill up an additional $10/month up to $328/month. Then when I went to watch my local public sports channel (Channel 720), the channel said it was NO LONGER part of my current plan. When I called Xfinity, I was right away told that to watch this channel again, I needed to upgrade my TV plan to the "Ultimate" channel package. To do this, I would need to have my monthly bill raised all the way to $377/MONTH!!! So when the original agent enticed me to switch plans to save money, I am now paying a total of $30/month EXTRA over what I was paying before she tricked me into switching into a downgraded GEN Z plan that essentially has forced me to spend extra money to upgrade back to my original DVR Storage and original TV Channel lineup!!!
As a loyal Xfinity Customer for so many years, I feel completely wronged. I have tried chat and calling with no one willing to let me speak to a Supervisor. I just get agents telling me they are sorry for what happened and unfortunately there is nothing they can now do about it. Have any of you been tricked by Xfinity like this? And if so, were you able to get Xfinity to actually help you right this wrong?
XfinitySara
Official Employee
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2.2K Messages
2 months ago
Hello, @StanfordBear. Thank you very much for taking the time to post your concerns within the Xfinity Community Forum. I'm sorry to hear about the trouble you've had getting this addressed, and I'd love to see what we can do to help! Could you please send our team a direct message to continue?
To send a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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StanfordBear
Visitor
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3 Messages
1 month ago
So after a LOT of back and forth with Xfinity Support Agents and Xfinity Corporate, I was able to get my plan almost reverted back to my prior plan of $347/mo total for NOV '25. When this happened, I had Xfinity reach out to me a few times about closing out this post as being "solved". As much as Xfinity assured me that I would not see any further rate increases without my knowledge, I was nervous to fully believe this. I therefore left this post open to wait at least 1 more billing cycle to make sure they were being truthful. As I had feared, my DEC '25 bill just came in at $492/mo!!! I immediately contacted Xfinity Customer Support once again. After a lot of venting, an agent was supposedly able to lower my future bills down to $347/mo total. On the phone, she however still said I would be charged a one-time $40 "plan change fee" on their end. As much as I argued that I am paying fees for essentially getting my plan back to what I originally had and was perfectly happy with before an Xfinity agent tricked me into this whole mess. The agent said there was nothing she could do about the one-time plan change fee but I should at least feel confident that my bill will be back down to $347/mo total with all taxes/fees included moving forward. I however just logged in to look at my upcoming bill and again it looks like I was told the completely wrong thing! It looks like I am now being charged $353/mo PLUS $24 of monthly taxes/fees!!! So once again, my future bills are back up to a total of $377/MONTH!!! I am back to the whole trickery of paying $30/month EXTRA over what I was originally paying before!
I don't know if I will ever have any success getting this horrible situation fixed. So learn from my mistakes, DO NOT ever take a call from an Xfinity agent asking you if you would like to save some money on your existing plan! In the end, you will for sure end up PAYING MORE for your existing plan!
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