26-year customer: Recurring price increase and request for loyalty rate

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Subject: Formal Escalation Request — Ticket ------ — Billing Increase, Unresolved Retention Request, and Case Manager Conduct

Dear Xfinity Support,

I am writing to formally escalate an unresolved issue involving my account billing and the handling of my case under ticket -----------.

Background

During a recent call regarding a billing increase from $34.50 to $59.00, case manager Chris stated that my loyalty discount had been "exhausted" due to an internal company policy, but refused to explain or identify where this policy is documented.

Issues with the Escalation Call

During that call, the following occurred:

1. Chris stated that my only options were to accept the price increase or cancel my service, and declined to discuss any loyalty or retention options.
2. Chris stated that my loyalty discount had been "exhausted" and that no new loyalty discount would be offered, citing this as internal company policy. When I asked him to explain or identify where this policy is documented, he declined to discuss it further.
3. When I raised my 26-year tenure as a customer, he stated he "doesn't care" what I decide.
4. He characterized a $25 increase as "not a lot" for me personally — a comment on my personal finances that is not an appropriate basis for a billing discussion.
5. He stated that a plan currently available to my neighbors is restricted to new customers only, with no further explanation offered.
6. Chris identified himself as the case manager and stated outright that he personally had "nothing" for me, framing this as the company's final position on my account — even though a single front-line case manager does not have, and should not be presented as having, the authority to make a final, company-wide decision on a 26-year customer's pricing and retention options.
7. He stated he would email me a written summary of the call and the proposed resolution. As of this message, I have not received that email.

What I Am Requesting

1. A loyalty rate adjustment restoring my previous pricing of $34.50, consistent with my usage (I use my own equipment and require no additional services).
2. The written resolution that Chris committed to sending by email.
3. Escalation of this case to a supervisor or the regional office with actual authority to review retention options — not a repeat of the front-line "accept or cancel" response I have already received twice.
4. Written confirmation that this complaint, including the conduct issues described above, has been formally documented on my account.
5. Given the insulting and unprofessional tone of the phone conversation with Chris, I am requesting that all further communication regarding this matter be conducted in writing via email, not by phone.

If I do not receive a substantive reply, I will pursue this matter through the appropriate external channels, including a formal complaint with the FCC and the Better Business Bureau.

I have been a loyal customer for over 26 years and expect this matter to be handled by someone with the authority to actually resolve it.

Thank you for your attention to this matter.

I am following up on ticket ___________. I have received the email from the escalation specialist, Chris P., which simply reiterates the price increase and dismisses my request for resolution, while completely ignoring my formal complaint regarding his unprofessional conduct.

His email also fails to answer the specific question I raised during our call: on what basis, under what company policy, I am ineligible for a new loyalty discount, and where that policy is documented. He again declined to identify any such policy.

As Chris has clearly stated he has no further "options" to offer and is closing the ticket without addressing either the behavioral issues or the policy question I raised, it is clear that this internal process has failed to provide a resolution.

I am now formally requesting that this entire thread and the history of my case be forwarded to the Office of the Regional Vice President, as the "Executive Customer Relations" team has failed to meet the company's own standards for customer service. I am prepared to file a formal complaint with the FCC and the Better Business Bureau regarding both the billing dispute and the conduct of the case manager, as I have been a loyal customer for 26 years and deserve better than this ultimatum-based treatment.