Billing Issue

To Comcast Senior Management,

I am writing to formally escalate a billing issue that reflects a broader breakdown in how long-standing customers are treated.

As the attached billing history shows, I have been paying $63.93 per month for the most basic internet service (no TV) for several months since 2024. I have been a Comcast customer for over 21 years, have remained on autopay, and have tolerated periods of inconsistent service without interruption to my account.

In November and December, my autopay charges abruptly increased to $112.97–$113.93, representing a $50 increase — approximately a 78% jump — without any corresponding increase in services. I remain on the same internet-only plan, am currently unemployed, and receive no added value that would justify such a significant increase.

When I contacted customer service, I was told this was due to a “promotional rate” expiring. That explanation is unsatisfactory. A nearly 80% increase without service expansion is not a reasonable adjustment, nor is it consistent with transparent or fair customer treatment.

What followed was an experience that felt less like customer service and more like negotiating with a car dealership: repeated holds, “checking with a manager,” incremental offers, and pressure to keep calling back to see what pricing might be available at a given moment. If this is the customer experience Comcast intends to deliver after decades of loyalty, it is deeply disappointing.

I was eventually offered a rate still well above my long-standing price, and not aligned with what I was verbally advised. I later noticed a $60 credit, but it was applied against the inflated monthly charge — not against the rate I was told would be in effect. That felt less like resolution and more like a cosmetic adjustment.

In parallel, I have ongoing unresolved issues with two Comcast mobile phone lines, which further undermines confidence in the overall relationship. I have attempted several times to have the issues addressed with promises for call backs..that never seem to occur

I have remained a customer (perhaps like many others) for over two decades because I valued stability and good-faith treatment. Being told to repeatedly call back to discover the “program du jour” is not a reasonable expectation for any customer — especially a long-term one.

My request is simple and reasonable:

• Restore my monthly rate, credit the overcharge or

• Apply a fair, clearly justified upcharge reflective of actual service value

If this cannot be accommodated, please advise so that I may make alternate arrangements. My mistake was assuming fair treatment, and silly me did not expect a sudden upcharge with no justification or reminders that this was to take place. 

I hope Comcast leadership will view this not as an isolated billing issue, but as feedback on a customer experience that risks driving long-term clients away. I'm sure I'm not the only one. 

I look forward to a prompt and professional resolution.

Sincerely,