Regular Visitor
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2 Messages
customer service
To Whom It May Concern,
On December 15, 2025, I reached out to Xfinity to request a reduction in services, as my current bill of $174.00 was too high. I initiated an online chat with a customer service representative named Husna, who stated that my existing plan consisted of 600 Mbps internet and 125 channels for $174.00 per month. He assured me that he could provide a better plan with more internet at a lower cost. I expressed skepticism, stating, “IF THIS COULD BE POSSIBLY TRUE,” but indicated that I would be interested.
After more than an hour in the chat, Husna offered the following package: 500 Mbps internet speed with an included modem, a Stream TV plan with 125+ channels accessible through the Xfinity Stream app, and a brand-new Samsung Tablet A9+ with a tablet line—everything for $114.00 per month, tax included.
Although this offer sounded too good to be true, Husna repeatedly assured me it was accurate. Based on these representations, I paid a one-time activation fee of $22.77.
I was uneasy about the transaction, as this is not my first negative experience with Xfinity despite being a customer for over 30 years. To verify the information, I contacted customer service by phone. The representative stated that he could not yet see the transaction due to timing but did offer a $10.00 monthly credit in recognition of my long-term loyalty. Relying on that assurance, I chose to remain hopeful that the information provided was correct.
As of January 8, I am now in possession of a tablet I did not request, facing a monthly bill of $164.00 for less service than before, and an additional $22.00 per month phone/tablet line charge that I neither want nor need. This outcome is entirely inconsistent with what was promised to me.
I am formally requesting immediate resolution of this matter. Specifically, I request the following:
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Correction of my services to accurately reflect what was promised, or restoration of my prior plan without penalty
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Removal of the unwanted tablet line and all associated charges
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Reimbursement for all incorrect charges, including the $22.77 activation fee
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Written confirmation of my correct monthly rate moving forward
As a loyal customer of more than 30 years, I expect transparency, accountability, and fair treatment. If this matter cannot be resolved promptly, I am prepared to pursue further action through executive escalation or external consumer protection channels.
I look forward to your timely response and resolution of this issue.
Sincerely,
XfinitySara
Official Employee
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2.3K Messages
15 days ago
Hey there, @user_mbp21. Thank you for creating a post to get started. I'm sorry to hear about the trouble you've had, and I'd love to see what our team 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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